Text size: A A A

eBook: Trust Imperative 2 – This time it’s personal

Sponsored by Salesforce

In early 2020 BCG and Salesforce collaborated to develop the Trust Imperative report. This report established a strong relationship between the quality of customer experience when interacting with governments through digital channels, and the overall trust and confidence that customers have in the government of the day.

BCG and Salesforce have collaborated to further explore customer expectations of governments in delivering digital services, and how governments in Australia and New Zealand can gain trust and provide better services through proactive and personalised services.

By surveying almost 3,000 customers and interviewing 24 government leaders and independent experts from across A/NZ, findings reveal the important relationship between trust, data sharing, and the personalisation of services.

This free eBook explores those findings and sets out an approach for governments to secure the gains in trust made during the pandemic, radically reduce costs, and enter into a trusted data sharing compact with customers.

By accessing the report, you’ll also receive a link to watch Salesforce Live ANZ panel episode Government with 2020 Vision

Featuring Australian Financial Review’s Tom Burton, The Hon. Christopher Pyne and Samantha Mostyn AO, the discussion focuses on how government agencies can continue adapting and learning from its proactive, transparent and personalised communication with citizens.


Salesforce is the #1 customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.