Study report · Digital services

What drives people to adopt, trust and continue using digital services?

Consumers have never been so connected. Yet concerns about fraud, cyberattacks and data theft have never been higher. And still, digital adoption continues to accelerate.
We call this phenomenon "the digital confidence paradox."

  • 3,300+ consumers
  • 11 countries
  • 5 key dimensions

Inside the study

Download the study to discover the 5 dimensions of this paradox and understand what it means for your business:

Why consumer trust can no longer be taken for granted​

Understand why security concerns persist even as people use more digital services.

How technology acceleration disrupts security perceptions

Explore the gap between rapid innovation and consumers' understanding of emerging tools.

Why this creates both a responsibility and an opportunity for service providers​

See where clearer security, control and human support can strengthen confidence.