Tag: Digital Trust
Privacy by Default Adoption Articles
Why Write Adoption Articles Alongside The Technical Papers The ICCA papers are written as architectural documentation. Their purpose is to… read more Privacy by Default Adoption Articles
Would You Still Collect the Data If You Could Not Use It?
Most organisations collect data for perfectly reasonable reasons. To improve the service. To understand customers. To personalise experiences. To measure… read more Would You Still Collect the Data If You Could Not Use It?
What Happens to Culture When Everyone Knows They Are Being Watched?
Walk through almost any large organisation and you will hear familiar ambitions. We want people to: Collaborate. Challenge assumptions. Take… read more What Happens to Culture When Everyone Knows They Are Being Watched?
Does Your Digital Service Respect Your Customer’s Attention?
Every organisation wants attention. Without attention, customers cannot discover a product. They cannot understand an offer. They cannot use a… read more Does Your Digital Service Respect Your Customer’s Attention?
When Does Customer Engagement Become Customer Engineering?
Every organisation wants customers to engage. That seems entirely reasonable. We want people to: Use the service. Find what they… read more When Does Customer Engagement Become Customer Engineering?
Who Has the Power in a Digital Relationship?
You open an application. You search for something. You read something. You buy something. You talk to someone. Then you… read more Who Has the Power in a Digital Relationship?
Who Decides Who You Are Online?
Who are you online? It sounds like a simple question. But the answer depends on where the question is being… read more Who Decides Who You Are Online?
Creating Value Without Exploiting Behaviour
Much of the digital economy has been built around a powerful assumption: Understanding people’s behaviour creates economic value. Observe more…. read more Creating Value Without Exploiting Behaviour
What Happens When Data Stops Being Strategic Power?
For years, organisations and governments have treated data as a strategic asset. More information creates greater insight. Greater insight improves… read more What Happens When Data Stops Being Strategic Power?
What If My Customer’s Behaviour Wasn’t Part of My Business Model
For much of the digital economy, the customer relationship has expanded far beyond the original transaction. Someone buys something. But… read more What If My Customer’s Behaviour Wasn’t Part of My Business Model
Governing Without Surveillance
Modern organisations have built much of their governance around visibility. We monitor activity. We maintain records. We analyse behaviour. We… read more Governing Without Surveillance
Does Accountability Require Everyone to See Everything?
Organisations need accountability. Someone needs to make decisions. Someone needs the authority to act. Someone needs to own the outcome… read more Does Accountability Require Everyone to See Everything?
Does Organisational Control Really Require More Oversight?
Most organisations respond to complexity in familiar ways. More reporting. More approvals. More controls. More governance. More management visibility. When… read more Does Organisational Control Really Require More Oversight?
Do We Really Need to See Everything to Manage Risk?
Risk management has traditionally depended on information. Collect more. Monitor more. Retain more. Analyse more. Identify patterns. Spot anomalies. Create… read more Do We Really Need to See Everything to Manage Risk?
Building Trust Without Visibility
Most digital services are built on an assumption that the provider needs to see the customer, their activity, or information… read more Building Trust Without Visibility
The Vision Building a Third-Party Ecosystem on ICCA
Most digital platforms think about ecosystems in terms of access. They provide APIs, developer accounts, application marketplaces and integration frameworks…. read more The Vision Building a Third-Party Ecosystem on ICCA
Why Do We Assume Organisations Need To See Everything?
Modern organisations are built around visibility. We monitor. We analyse. We track. We measure. We justify these activities as necessary… read more Why Do We Assume Organisations Need To See Everything?
Why Does Every Digital Interaction Leave a Trail?
Every time we interact online, a record is created. A login. A purchase. A search. A message. A click. Most… read more Why Does Every Digital Interaction Leave a Trail?
Why Is My Identity Stored Everywhere Except With Me?
Every few weeks another organisation asks me to prove who I am. My bank knows. My employer knows. My insurer… read more Why Is My Identity Stored Everywhere Except With Me?
Why Am I Expected to Trust Everyone?
Every person knows this feeling. You book a holiday. You open a bank account. You use a mobile app. You… read more Why Am I Expected to Trust Everyone?