The research also showed that it does not matter if the business is a wellestablished name in its sector or if it was founded last week . Though customers want digital , they also want to be safe . The responsibility for safety rests with the business , which should put in place the highest security standards .
This need for safety must be balanced with a good CX process . If registering to use a business ’ s online services is cumbersome or fraught with what the users see as unnecessary steps , they may simply lose interest and abandon the onboarding process .