Market Overview

CA Technologies Study Reveals Significant Differences in Perceptions on State of Digital Trust


Nearly Half of Businesses Admit to Selling Customer Data despite
Claiming Data Protection as Paramount; Consumer Behavior Shows Strong
Correlation Between Loss of Business and Lack of Digital Trust

CA Technologies (NASDAQ:CA) today revealed the results of an extensive
global survey of consumers, cybersecurity professionals and business
executives about their views on digital trust. Conducted by analyst firm Frost
& Sullivan
, the inaugural report, titled "Global
State of Digital Trust Survey and Index 2018
," highlights how
consumers perceive and trust organizations to protect their digital
data. It also includes significant data about how business leaders and
cybersecurity professionals at organizations view their responsibilities
of data stewardship, the licensing of consumer data to third parties and
the technologies they are implementing to protect data and customer

This report comes at a critical time, as consumers are increasingly
transacting online – whether for work, leisure or play – providing
organizations with access to vast amounts of data, from consumer
profiles and personal information to user behavior and habits. With that
increasing store of data also comes greater responsibility to protect it
against abuse from external and internal sources.

Amidst a continuous stream of headlines about major data breaches in
enterprise and government agencies, the degree to which consumers have
placed their trust in organizations to protect their personally
identifiable information (PII) online has never been more relevant. In
2017 alone, the number of confirmed data breaches globally was
staggering. Against this backdrop, it is crucial for business leaders to
understand worldwide public sentiment concerning the sharing of
information online, and the impact of data and privacy breaches on the
company's bottom line.

"We are at a crossroads in the information age as more companies are
being pulled into the spotlight for failing to protect the data they
hold, so with this research, we sought to understand how consumers feel
about putting data in organizations' hands and how those organizations
view their duty of care to protect that data," said Jarad Carleton,
industry principal, Cybersecurity at Frost & Sullivan. "What the survey
found is that there is certainly a price to pay – whether you're a
consumer or you run a business that handles consumer data – when it
comes to maintaining data privacy. Respect for consumer privacy must
become an ethical pillar for any business that collects user data."

Responses to the survey showed that the Digital Trust Index for 2018 is
61 points out of 100, a score that indicates flagging faith from
consumers surveyed in the ability or desire of organizations to fully
protect user data. The index was calculated based on a number of
different metrics that measure key factors around the concept of digital
trust, including how willing consumers are to share personal data with
organizations and how well they think organizations protect that data.

Key findings from the report include:

  • Nearly half (48 percent) of consumers report that they currently use,
    or have used in the past, services of organizations that were involved
    in a publicly disclosed data breach and, of those, 48 percent have
    stopped using the services of an organization because of a breach.
  • There is a 14-point gap between the Digital Trust Index of consumers
    (61 percent) and the perceptions by business decision makers and
    cybersecurity professionals (75 percent), signifying mismatched
    perceptions among these audiences in a measurement of perceived
    consumer trust versus actual consumer trust.
  • Only half of consumers surveyed (49 percent) are willing to provide
    their personal data in exchange for digital services.
  • 90 percent of organizations claim that they are very good at
    protecting consumer data, showing a high level of self-confidence,
    despite the fact that nearly half (48 percent) of business executives
    admitted that their organization has been involved in a publicly
    disclosed consumer data breach in the last year.
  • 43 percent of business executives admit to selling consumer data that
    includes personally identifiable information, while only 15 percent of
    cybersecurity professionals surveyed knew that their company was
    selling data containing PII.

These results point to a significant gap between how organizations view
their responsibilities on data stewardship and consumer expectations
around how organizations protect consumer data. In the application
economy where data is king, organizations must prioritize data privacy
and security or risk serious ramifications. Organizations can mitigate
these risks by taking a proactive stance on security, such as narrowing
their policies for sharing user data, reducing privileged user access,
implementing continuous user authentication technologies, and adopting
better cybersecurity and privacy controls to stop hackers.

"In today's digital world, consumers expect security and privacy to go
hand-in-hand with a great user experience. The study clearly shows that
trust is fleeting if organizations don't do their due diligence to
protect consumer data from getting into the wrong hands," said Mordecai
Rosen, general manager, Security at CA Technologies. "Now, more than
ever, organizations need to understand that success in the digital
economy requires that they embrace a security-first mindset – a key
tenet in our Modern Software Factory model. A loss of digital trust has
implications on all aspects of a business and brand perception, so
organizations owe it to their customers and shareholders to get it

Survey Methodology

The global online survey of 990 consumers, 336 security professionals
and 324 business executives across 10 countries was sponsored by CA
Technologies and conducted by Frost & Sullivan in March and April 2018.
The survey's respondents assume senior business and IT positions at
public and private enterprises across nine industry sectors. For full
survey methodology details, see the report "Global
State of Digital Trust Survey and Index 2018

Download the full report and access other supporting materials:

Report: CA
Technologies Global State of Digital Trust Survey and Index 2018

Blog: Does
Digital Trust Matter in a Zero-Trust Online World?
by David Duncan

About CA Technologies

CA Technologies (NASDAQ:CA) creates software that fuels transformation
for companies and enables them to seize the opportunities of the
application economy. Software is at the heart of every business in every
industry. From planning, to development, to management and security, CA
is working with companies worldwide to change the way we live, transact,
and communicate – across mobile, private and public cloud, distributed
and mainframe environments. Learn more at

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