The Main Drives Trust or Trustworthiness

Key drivers of trust include:

• Credibility: Competence, capability, and expertise.
• Reliability: Track record of fulfilled promises and timeliness.
• Intimacy: Establishing empathy and a personal connection that is secure and respectful
• Low self-interest: Focus on the other person rather than self-interest.

By emphasising these trust drivers, service organisations can foster deeper, more loyal customer relationships, which can lead to improved retention, upsell opportunities, and a stronger competitive position.

What We Will Work on During the Summit

We will dive into concrete topics such as:

• Exploring how the trustworthiness equation works in the service domain.
• Defining the required processes, systems, and competencies to build and maintain trust.
• Identifying the main risks or pitfalls that could undermine trustworthiness and how to avoid them.

In exploring these areas, we will also identify:

• Short-term vs. long-term views on building and enhancing trust in a remote and digital service environment.
• Mechanisms and patterns for better sense-making—how to navigate evolving customer expectations and service dynamics.
• Common challenges and pitfalls in fostering trustworthiness, and how to overcome or avoid them.
• Concrete takeaways that participants can apply in the next 3 to 12 months to enhance trust, differentiate services, and drive stronger customer relationships.

Enhancing Trustworthiness in Remote & Digital Interactions

Service teams must understand how these trust elements apply in a digital context and embed them into their customer interactions.

Strategies to enhance trust include:

• Transparency in service delivery
• Timely reporting of value delivered/gained
• Visible service performance metrics(suggested addition for the “??”)

Building trust in a remote service environment can turn the potential loss of customer experience and trust into an opportunity for deeper, more transparent engagement.

What We Will Work on During the Summit

We will dive into concrete topics such as:

• Identifying key factors that can harm trustworthiness in remote and online service interactions.
• Recognising key factors that help maintain trustworthiness in digital service delivery.
• Defining best practices to enhance trustworthiness in remote and online service interactions.

In exploring these areas, we will also identify:

• Short-term vs. long-term views on enhancing trust in remote and digital service environments.
• Mechanisms and patterns for better sense-making—how to foster trust through transparent, value-driven service models.
• Common challenges and pitfalls in maintaining trustworthiness, and how to overcome or avoid them.
• Concrete takeaways that participants can apply in the next 3 to 12 months to improve trust and engagement in digital and remote service interactions.

Expanding Engagement Models and Touchpoints

With digital services evolving, new touchpoints—beyond pure service delivery—become vital.

Key engagement strategies include:

• Differentiating and value-adding (digital) services
• Quarterly Business Review (QBR) meetings
• Customer Success Management, helping customers recognise and extract the full value of the service

What We Will Work on During the Summit
We will dive into concrete topics such as:

Defining low and high-value touchpoints for your current service offerings that are shifting to remote and online.

• Identifying low and high-value touchpoints for new, advanced services that can enhance trustworthiness.

In exploring these areas, we will also identify:

• Short-term vs. long-term views on optimising touchpoints for better customer engagement and trust.
• Mechanisms and patterns for better sense-making—how to prioritise touchpoints that maximise value and trust in a remote-first world.
• Common challenges and pitfalls in adjusting touchpoints for digital services, and how to overcome or avoid them.
• Concrete takeaways that participants can apply in the next 3 to 12 months to enhance engagement and strengthen trust with their customers through optimised touchpoints.

Shifting from Solution Provider to Trusted Partner in Customers’ Success

A trusted partner relationship involves:

• Deeper interdependence
• Shared objectives, focused on customer outcomes
• A service portfolio with value-driven offerings that align with customers' business goals, going beyond equipment condition and availability

By making this shift, service providers can unlock new revenue opportunities, enhance customer engagement, and secure long-term, mutually beneficial partnerships.

What We Will Work on During the Summit

We will dive into concrete topics such as:

• Understanding the difference between a trusted service provider and a trusted partner(ship).
• Identifying when and how customers need partnerships, and when they may prefer to avoid them.
• Exploring how partnerships can enhance the overall value proposition and strengthen long-term relationships.

In exploring these areas, we will also identify:

• Short-term vs. long-term views on shifting from service provider to trusted partner.
• Mechanisms and patterns for better sense-making—how to recognise the right moments and opportunities for deeper partnerships with customers.
• Common challenges and pitfalls in transitioning to a partnership model, and how to overcome or avoid them.
• Concrete takeaways that participants can apply in the next 3 to 12 months to build stronger, more strategic customer partnerships and enhance their value proposition.