Índice de confianza digital 2026: el escepticismo respecto de la IA y la fricción de identidad y acceso están costando ingresos

Thales has released the 2026 Digital Confidence Index, one of the most comprehensive global studies on digital trust. The research, which surveyed the opinions of over 15,000 consumers, commercial partners, and IT decision-makers across 13 industries, reveals that digital confidence is gained or lost during the registration, login, and throughout the personal data management lifecycle.

The study highlights that 93% of IT leaders are implementing generative AI, but only 23% of consumers trust companies that use AI to manage their data. Friction in registration, login, and onboarding is causing customer churn and lost revenue, with 68% of consumers choosing alternative options due to issues on websites. Notably, 69% of consumers trust companies more when multi-factor authentication (MFA) is used, and 68% say the same about access keys.

For consumers, digital trust often begins during the login process. However, 57% reported problems accessing a website last year, and 68% left their provider or switched to another due to slow performance or complicated registration processes. When access is perceived as too slow or intrusive, 33% opt for a competitor or abandon the attempt, while 36% postpone interaction or seek alternative channels.

Consumers prioritize security over speed. 45% prefer stronger security checks, even if registration takes longer, compared to 22% who favor faster access with less strict protections. Familiar security measures help build trust: 69% say MFA increases trust, and 68% feel the same about access keys.

The 2026 Digital Confidence Index underscores that digital trust is a critical factor for businesses. Companies must address friction points in registration, login, and data management to retain customers and drive revenue. By implementing robust security measures like MFA and access keys, businesses can build trust and foster long-term customer relationships. The study also highlights the importance of balancing security and usability, as consumers are willing to tolerate slower processes for stronger protections.

In conclusion, the 2026 Digital Confidence Index serves as a valuable guide for organizations looking to enhance their digital trust. By focusing on reducing friction in critical touchpoints and prioritizing security, businesses can mitigate the risks of customer churn and lost revenue. As AI adoption continues to grow, it is essential for companies to address consumer skepticism and ensure transparent, secure data management practices. Ultimately, building and maintaining digital trust will be a key differentiator in an increasingly competitive digital landscape.