Customer Confidence, by Design

Written By Irene Yam

Published, January 11, 2026

By Irene Yam and Adam Palmer

Executive Summary of CEOWorld Article

  • Big idea: In 2026, confidence is the KPI, and cybersecurity leadership is measured by how quickly the business can make decisions with clarity.

  • Board confidence: CISOs build trust by translating cyber risk into business language and decision-ready options, supported by cyber risk quantification (CRQ).

  • What makes it work: A repeatable model of narrative, cadence, and consequence management shifts board conversations from “more detail” to “what support do you need.”

  • Customer confidence: Vendor executives extend this confidence into the market through Customer Advisory Boards (CABs) that convene budget owners and strategic leaders for candid, actionable dialogue.

  • Impact: CABs often deliver measurable ROI (frequently paid for by 1–2 customer expansions within a quarter) and create a durable competitive moat built on trust and follow-through.

    Link to CEOWorld Article

Irene Yam
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Series 3: Market Advantage