REPORT

Build a trust stack

This report is designed to explore the importance of marketplace trust and CX in greater depth. It focuses on points of conflict and offers ways to balance trust and CX, as well as signposting relevant technology and explaining what market-leading solutions look like.

Trust is the bedrock of marketplace success.

Trust gives marketplace participants the confidence that their expectations will be met and drives a range of revenue-generating behaviors. High levels of trust are directly associated with high customer acquisition, conversion, and retention rates.

Identity Verification

The process of building and maintaining trust begins and ends with identity verification. In order to transact with confidence, marketplace participants must have trust in the other user.