TRUSTcast’s purpose is to bring insights from trust executives and leaders from around the world into your homes and share them in an atmosphere of a relaxed conversation. In Episode 3, we are hosting Carmichael Patton, the lead architect for the Zero Trust journey at Microsoft. Carmichael has over 20 years of experience in the IT industry with the last 7 years being in Microsoft. We have discussed what trust means, the challenges of managing trust and ensuring trustworthiness, Zero trust vs zero risk, the collaboration of different teams in the Zero Trust Universe, and future trends in this sector. “Trust can mean different things to different people… We need to put some measurement of trust to figure out what it means and why are we trying to get to that.” “Zero Trust has become an overburdened term now because everyone is using it for their products... You know, My product is zero trust, My solution is Zero Trust, I’m selling you zero trust…But Zero Trust is not something you buy or sell. It is about how do I handle my risk, how do I mitigate that risk by implementing security policies, networking or infrastructure changes, that will bring that risk as close to zero as possible so that I can start putting a measure of trust in those devices, connections, and users so that my policies are effective.” “Covid was interesting to say it that way… The term that everybody loves I’ve always done it that way – Well all of a sudden you can’t always do it that way because that way does not exist anymore because I have all of my employees someplace else and all my data is accessed in different ways. That caused a lot of us to rethink what we were doing.” “In the security space and my architecture space we realised That vision we had that was maybe 10 years away, I think we might be closer to 2 or 5. So we had to start pivoting more on what can I do to accelerate that vision.” “Sending people home for Covid was almost a non-venture for us because we had an infrastructure in place to deal with it. The challenges for us were more around the usage of things such as personal devices… This led to the issue of how to get physical clients into people’s hands because the other issue that happened in the last years was in the supply chain and demand… You have a thousand interns starting in the summer of 2020 how do we ensure they are able to work for us?...” “There is a definite need to understand the overall governance of the environment, the risk, devices you have, what service they connect to… there is a need to centralise that governance. This is where future investments should go to.”    Author: Dr Adela Drozdibob Publication date: 12th November 2022, QUT, Brisbane, Australia Technological and design contribution: Anisa Hobaya

TRUSTcast's purpose is to bring insights from trust executives and leaders from around the world into your homes and share them in an atmosphere of a relaxed conversation. In Episode 2, we are hosting Elena Kvochko, the founder of the Chief Trust Office at SAP headquarters. In addition to her role in SAP, Elena teaches at Cornell University, her work was published in many reputable outlets including The Wall Street Journal, The New York Times, and Harvard Business Review. In 2021 Elena was also named as a top inventor in Bank of America and was recognised as Fortunes 40 under 40. We have discussed trust, the role of the Chief Trust Office at SAP, and how can ways of building trust be adjusted to enable “synchronised evolution“ with industry and customers. Elena also emphasized the role of collaborative culture development to enable open dialogue and transparency, and how SAP is helping shape a new generation of experts in trust. “Trust builds confidence that commitments will be kept” “We created Chief Trust Office in 2020 to provide support for our customers” Chief Trust Office is dedicated to strengthening trust with our customers, through seamless communication and fostering transparency while shaping the global security narrative. In the work of this office, SAP works on security, privacy, and compliance. “We believe in overcommunicating with customers” SAP’s Trust Office is publishing more information than ever before in order to help customers make informed decisions. “Automation is the key direction. Scaling through manual efforts can only lead you so far” We are providing automated ways - experimenting with audio and video-based meetings. This enables us to observe everything customer wants to know and respond to that. “The Chief Trust Officer signifies what drives today’s business climate, which is accountability and transparency” Before the internet, customers judged companies based on the quality of their products and companies measured their success based on their profits. Now, this is not enough because companies process the most sensitive data, so there is much more at stake. “Profits and losses are no longer the only measures of success for the industry, it’s also about ethics and the trust “ On the question about the way this is done, Elena says: “We are evolving together with the industry, and we evolve together with the customers” SAP has recognised the need to have a dynamic response and be aware of landscape evolving. “We want to help shape the capacities of future generations of experts” We are focused on working together with universities, establishing partnerships, fund high school programs and scholarships. We are proactively seeking to find new talent and we have opened unlimited internship opportunities with some of our interns already being permanently employed. “Remember that culture is defined by everyone” Establishing a vision requires the support of the Trust Officer but also those beyond the C-suite and beyond the manger’s role. Culture needs to celebrate success but also embrace new ideas. This means we want to uplift employees to ask difficult questions and voice their ideas. Author: Dr Adela Drozdibob Publication date: 30th May 2022, QUT, Brisbane, Australia Technological and design contribution: Anisa Hobaya

TRUSTcast's purpose is to bring insights from global trust executives and leaders in your homes and share them in an atmosphere of a relaxed conversation. Therefore, hosting Anne Toth, first Chief Trust Officer globally, in our inaugural TRUSTcast episode was a perfect fit. Anne is the Director of Alexa Trust, at Amazon, since 2020 and has been working in the area of trust for the last two decades. Her engagement includes work with Yahoo, Google, Slack, and World Economic Forum (WEF). We have discussed trust and the roles that govern the trust. Anne commented on the evolution of trust governance and management. In these discussions, privacy was depicted as part of trust governing efforts, but only when intertwined with transparency, expectations adjustment, customer education, and integrity in keeping promises. Anne emphasizes team coordination and strong collaboration shape these efforts and relationships that need to be trusted including stakeholder groups wider than customers. “We are all marching to the same tune” Entire sets of teams within Amazon are unified in how they see trust by Leadership principles. This brings consistency between all messages coming from any department in Amazon and consistent actions are part of trust-building. “You know what we know, and that is the way to develop trust through transparency”. Anne clearly separated two ways to inform customers and give them control in what data about them has been stored and what will be done with that information. Hardware, mechanical features help customers disable recording and software functions with voice controls enable management of stored data. During our conversation, we have Alexa acting on examples Anne provided, giving us a real, hands-on experience for listeners. “Hard questions that do not have a simple answer make our work more challenging and more interesting because of that.” Amazon products are built in a manner that appreciates household settings. Alexa, for example, is built and it is being constantly updated to ensure answers provided are relevant, timely, accurate, and cognisant. All four attributes need to be there since Alexa is built to be sensitive to families, for holidays, but also different cultural expectations and geopolitical contexts. “Innovate in a manner that will engender trust with your customers” We asked Anne about the future of trust governance and her insights led to responsible innovation. Anne underlined that she feels it is her responsibility and responsibility of all technologists to be mindful of what they release in the world. “I love all the great stories of how we are making lives better. And I am still an optimist … We have done our job right if we leave things better than they were.” Anne brought her personal values and aim to contribute to wider society to multiple roles she held. She makes it clear that the WEF engagement objective was to make sure technology is utilised to improve the public good. She commented on the need to account for multiple perspectives when developing trust governance, from responsible innovation, unintended consequences, and biases, to the concept of fairness, all with the purpose to build technology in an ethical manner and to build it to improve lives. Author: Dr Adela Drozdibob Technological and design support: Anisa Hobaya, David Loose