Can the Chief Trust Officer Fix America’s Trust Crisis? As AI and data breaches erode confidence, companies are hiring CTrOs to rebuild trust through transparency, ethical AI, and proactive communication—turning trust from a vague ideal into a measurable business imperative.

Trust is eroding across institutions—government, media, business, and even among individuals. A wave of data breaches, deceptive AI-generated content, and opaque tech operations has deepened skepticism. In response, a new role is emerging in corporate leadership: the Chief Trust Officer, or CTrO. This position, still rare but growing, is designed to go beyond traditional cybersecurity. While the Chief Information Security Officer (CISO) reacts to threats, the CTrO is proactive—working to build, maintain, and communicate trust. They bridge technical security with transparency, ethics, and customer relationships. Their job isn’t just about protecting data, but proving it’s being handled responsibly, especially in the age of AI. Lakshmi Hanspal, chief trust officer at DigiCert, puts it simply: “In an AI world, proof beats promise.” Customers no longer accept assurances—they demand evidence. The CTrO provides that proof through clear communication, ethical AI practices, regulatory compliance, and visible accountability. Despite business being more trusted than government or media, trust levels remain alarmingly low. A 2024 Edelman survey found that 40% of global respondents approve of hostile activism—such as online attacks or spreading misinformation—to drive change. Meanwhile, a PwC survey revealed a stark disconnect: while 95% of executives believe their companies are trustworthy, only 30% of customers agree. The roots of this crisis go back decades. Trust in government plummeted after 9/11 and has stayed below 30% since 2007. The 2008 financial crisis damaged faith in business, and repeated data breaches in the 2010s only deepened the rift. Now, as AI becomes central to operations, the stakes are higher. Generative AI tools like ChatGPT, Midjourney, and video synthesizers have made deepfakes cheap and widespread. Companies face not only cyberattacks but also disinformation campaigns that can impersonate leadership or damage reputations. The CTrO is meant to address this dual threat. They help organizations respond to regulators, educate the public, and demonstrate responsible AI use. Ben Colman, CEO of deepfake detection company Reality Defender, sees the role as essential for managing both technical and reputational risks. For smaller firms, trust duties may be split across teams. But for larger companies, a dedicated CTrO offers a centralized voice. Still, the role is in its early days. A Forrester report found that CTrOs have an average tenure of just over two years. Most come from cybersecurity backgrounds, reflecting the evolution from reactive CISOs to proactive trust builders. Chris Peake, CTrO at AI-driven sales company Gong, says trust is no longer just a risk issue—it’s a business necessity. “It’s about differentiation, innovation, and staying competitive,” he says. Vinay Patel, Zendesk’s first chief trust and security officer, agrees: “Trust is the pillar upon which we can build and grow our business.” Ultimately, the success of the CTrO will be measured not by titles or reports, but by customer loyalty. Can people trust the people behind the company? As Peake puts it, trust is “a human emotion. We know it because we feel it.” The CTrO’s mission is to earn that feeling back—piece by piece.