In today’s high-stakes engagement landscape, trust is everything — and it’s never been under more pressure. Customers expect personalized, real-time experiences, but they also demand that their data be handled with care, their privacy respected, and their experiences error-free. One misstep — whether it’s a mistimed message, a personalization miss, or a downtime incident — can erode trust in seconds. In this session, we’ll explore how leading brands build trust into every layer of their customer engagement strategy, from data governance and privacy-forward design to infrastructure that scales under pressure and quality assurance processes that catch issues before they go live.