Survey Reveals Consumers Concerned about Personal Data Safety in the Metaverse

Consumers in the United States are concerned about the safety and security of their personal data in the metaverse, according to a recent survey by TELUS International, a digital customer experience innovator. The survey was conducted on Oct. 17, 2022, and included responses from 1,500 Americans familiar with the metaverse. The majority of respondents (60%) cited privacy and data security concerns as a reason for why they would be uncomfortable completing various tasks in this emerging digital world.

As the metaverse continues to gain traction among brands and consumers alike, more than one-third (34%) of respondents said their top concern was that their personal data would be compromised. Additionally, 56% of respondents believe that it will be easier for hackers to steal their identity or data in this new digital space.

Michael Ringman, chief information officer of TELUS International, said, “the metaverse provides an exciting and immersive way for consumers to interact with their favorite brands. Unfortunately, with the emergence and adoption of new technologies and platforms, there are also opportunities for bad actors to deploy new and oftentimes more sophisticated forms of identity theft.”

Ringman stressed that companies must prioritize embedding robust trust and safety measures in the foundation of their metaverse strategy to safeguard their customers and brand reputation. Companies should also ensure that these measures are seamlessly integrated so they do not overly complicate the customer journey.

For companies seeking to address consumers’ metaverse concerns, a quarter (25%) of respondents indicated that robust and transparent privacy and security guidelines would encourage them to interact with brands in this space. TELUS International’s industry leading Trust, Safety & Security solutions, like content moderation, identity verification, fraud detection and prevention, combine the most effective mix of resilient human support and technology automation to deliver a full-service framework to help brands actively manage risk, reputation, security, and safety.

The metaverse is still in its nascency of being regulated, making it easier for fraudsters to impersonate an individual and carry out unauthorized activity without any real-world implications. Ringman emphasized that ensuring proper data security in any online environment is complex, and partnering with an experienced and proven trust and safety provider offers numerous benefits, including peace of mind. In addition to monitoring and addressing issues in real time, external providers can help anticipate new and emerging threats and have the expertise, agility, technology, processes and controls in place, including AI and human content reviewers, to detect suspicious activity.

TELUS International designs, builds, and delivers end-to-end digital solutions to help global and disruptive brands enhance and protect the customer experience. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation, and end-to-end AI data solutions, as well as omnichannel CX and trust and safety solutions including content moderation.

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