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The 2026 Edelman Trust Barometer is out. What do its results mean from a #CX angle? Based on the trajectory from Innovation Anxiety (2024) to Grievance (2025) and finally Insularity (2026), we can see five critical impacts on Customer Experience (CX). The data suggests that CX strategies must pivot from purely functional service delivery to acting as engines of trust, fairness, and local connection, i.e., become more strategic (pun intended). The Shift to "Polynational" CX: Localizing the Experience The 2026 report identifies a sharp rise in "Geopolitical Insularity," where consumers (i.e., people) significantly distrust foreign companies compared to domestic ones. Source: Edelman Trust Barometer 2026, p6 Impact: Global brands cannot rely on a one-size-fits-all customer journey anymore. They must adopt a "polynational" model where the brand feels deeply local. Actionable CX Strategy: To overcome the distrust of foreign entities, companies must demonstra...

The news IEEE just released standard 7012-2025 for machine readable personal privacy terms , nicknamed MyTerms. MyTerms covers interactions and agreements between individuals and service providers they interact with on a network. It defines a way for personal privacy requirements to be expressed as standard-form contractual agreements.  MyTerms is intended to replace today’s “notice and consent” pattern with a standardized, machine-readable contract handshake between an individual and a service provider. The standard considers individuals true first parties who can proffer privacy terms as contractual terms, typically through an automated agent acting on their behalf. The system relies on a neutral, non-business entity that hosts a bounded set of standard-form privacy agreements. These agreements are designed to be understandable and usable in practice by humans and by machines. They must be available in plain-language human-readable form, maintain legally meaningful wording, and a...