Designing Systems to Earn Customer Trust
🔒 Over years of building large-scale personalization and commerce systems, the author argues that compliance alone does not create customer trust. Real trust comes from ensuring customer intent is respected across distributed services, caches, pipelines and AI systems. The piece highlights five priorities: consistent customer intent, privacy as a distributed-systems problem, data minimization, designing for failure, and understanding AI's expanding trust boundary. Security leaders are urged to treat trust as an architectural and operational priority, with observability and metadata-driven controls.
