TELUS Digital and Ryan Strategic Advisory Reveal New Trust, Safety & Security Priorities for 2025

New research commissioned by TELUS Digital Experience (TELUS Digital) (NYSE and TSX: TIXT), and conducted by global consultancy firm, Ryan Strategic Advisory, reveals that gaining customer trust has become a defining factor for providing exceptional customer experience (CX). In response, enterprises are ramping up their investments in Trust, Safety & Security services in 2025, leaning into hybrid approaches that combine human expertise with AI, and seeking third-party expertise with partners like TELUS Digital to build secure and scalable customer experiences.

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ID verification and fraud detection lead 2025 trust, safety and security investments.

A new TELUS Digital report, Safety in numbers, captures the full global survey results based on interviews with 800+ enterprise customer experience decision-makers in Western Europe, North America and Asia-Pacific.

Investments increasing in trust, safety and security

Survey results show a strong upward trend, with the majority of business leaders planning to significantly or somewhat increase investments in the following key areas of trust, safety and security over the next 12 months:

• ID verification (68%)
  
  
• Fraud detection (66%)
  
  
• Know your customer (KYC) processes used to verify and authenticate customer identities (60%)
  
  
• Content moderation (48%)

What’s driving the increase in prioritization of trust, safety and security capabilities?

CX leaders pointed to a range of external and internal forces that have pushed them to strengthen their enterprise’s trust, safety and security capabilities over the past year:

• 33% said they prioritized ID verification because of compliance demands, with 23% linking it to costly instances of fraud.
  
  
• 29% said they prioritized fraud detection because of costly instances of fraud, while 20% pointed to negative customer feedback.
  

• 34% said they prioritized KYC because of compliance demands, followed by 24% who pointed to fraud-related costs.
  
  
• 23% said they prioritized content moderation because of the availability of new technologies, and 22% due to compliance demands.
  

“Trust, safety and security have always been top of mind for CX leaders, but our latest survey shows they’ve become essential to delivering great customer experience,” said Peter Ryan, President and Principal Analyst, Ryan Strategic Advisory. “At the same time, leaders are facing pressure to tighten budgets while keeping pace with evolving compliance standards. These challenges are making it harder to access the technical talent needed to deliver and maintain effective solutions. CX providers are well positioned to ease those pressures by offering the expertise, people and technology to scale trust, safety and security operations as needed.”