Workday’s chief trust officer emphasizes the importance of prioritizing trust to meet customer needs consistently.

Workday's chief trust officer emphasizes the importance of prioritizing trust to meet customer needs consistently.

The Role of a Chief Trust Officer in Building Customer Trust

In today’s digital world, where data security and privacy are paramount concerns, companies must go above and beyond to build trust with their customers. One key role in this process is that of the Chief Trust Officer. This article will delve into the responsibilities and significance of a Chief Trust Officer in fostering trust with customers.

The Role of a Chief Trust Officer

At the core, the Chief Trust Officer is responsible for being the customer-facing representative for the security and privacy program at the company. Their role is to address the concerns and questions of prospective customers regarding data security and privacy practices. This involves ensuring openness, transparency, and providing comprehensive answers to build a sense of security during the due diligence process.

The Chief Trust Officer’s position is a unique blend of technical expertise and effective communication skills. As they interact with customers, ranging from technical experts to high-level executives, they need to simplify complex security and technology concepts, making them accessible to individuals less technically-minded.

Building Trust with Customers

Building trust with customers is a top priority for the Chief Trust Officer. To achieve this, they employ several strategies to create an open and transparent relationship with customers.

One significant step towards building trust is delivering a trust presentation. During this presentation, the Chief Trust Officer provides an overview of the company’s security and privacy program. They emphasize the organization’s culture of security and privacy awareness, highlighting the certifications and audits they have obtained, such as ISO certifications and service organization controls reports. These reports are made readily available to customers on an ongoing basis, reinforcing transparency and accountability.

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Additionally, the Chief Trust Officer ensures the company’s commitments to security. By promising not to diminish security controls throughout the duration of the contract, customers gain a high level of assurance about the controlled environment offered by the company.

Trust Building in a Remote Environment

During the global pandemic, face-to-face meetings became challenging. However, Workday, a prominent SaaS (Software as a Service) vendor, was already well-equipped to navigate and establish trust remotely.

While face-to-face meetings are valuable for building rapport, Workday leveraged its remote capabilities to continue meeting customers’ needs. The Chief Trust Officer believes that understanding customers on a human level plays an essential role in building trust. However, the remote environment did not limit their ability to establish trust and ensure customers’ security.

Integration within Workday’s Organization

The Chief Trust Officer works closely with the sales, pre-sales, and legal teams at Workday. During the sales cycle, they join in when customers require a deeper understanding of security practices. Working alongside the legal team, they help develop contractual language to address security concerns effectively. Ultimately, the Chief Trust Officer is part of the security function within Workday and reports to the Chief Security Officer.

Importance of Building Trust to Workday

For Workday, building trust is critical to meeting customers’ needs effectively. The company operates with privacy by design principles, ensuring that customers’ trust is at the center of their system development process. Listening to customers’ needs and customizing features to suit their business requirements is a key aspect of Workday’s approach.

Since customers entrust Workday with critical data about their people, understanding the company’s security program and data protection measures is of paramount importance. By demonstrating their commitment to security, Workday aims to alleviate any concerns customers may have, paving the way for a trusted relationship.

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Written by Eamon Barrett ([email protected])