Consumer trust has never been more integral, and in peril than ever before. With digital fraud on the rise, digital leaders need to act quickly and tactically safeguard their organizations against emerging AI vulnerabilities and eroding customer trust. This 2026 study commissioned by Proximus Global and conducted by Forrester Consulting equips digital leaders at enterprises and technology providers who own user experience and digital safety to build trusted platforms that reduce fraud and protect customers effectively.
Trust at risk in the digital ecosystem
Customers increasingly integrate their lives within digital spaces, thus becoming more reliant on services from social platforms to healthcare applications. While these services improve convenience and productivity, they also expose users to rapidly escalating fraud across the digital ecosystem.
As fraud attempts grow, user trust in digital platforms continue to erode. Security and privacy rank as top user priorities, yet many perceive the ecosystem as failing to deliver, which creates a widening trust and accountability gap. The advent of AI has intensified these concerns, enabling more sophisticated fraud attempts and amplifying fears of misuse. Restoring trust now requires coordinated action across enterprises, platforms, and technology providers.
This study explores emerging fraud patterns, their impact on users and brands, and the actions organizations can take to strengthen trust and accountability across the digital journey.
Key findings
Over half of users surveyed report higher frequency of fraud this year, with one in five facing weekly attempts. Among victims, the average monetary loss is around US$13,000.
Fraud breaks trust quickly. Only one in six users continued to engage with a brand after a fraud incident. In fact, 40% of fraud victims act on their experience by posting negative reviews on the brand.
Trust can be engineered with visible and layered security. Fraud alerts and multifactor authentication are top drivers for trust. Users favor clear security signals over invisible, seamless experiences.