Customer journey maps have become a key tool in customer experience (CX) and user experience (UX) design work. They are one of the best ways to organize service designs. We recommend calling out trust as an explicit part of these maps. Trust and skill management are tightly connected. To succeed with skill management people have to trust the system, the data and, most importantly, each other.

Trust is the glue that lets us work together. It is a skill, a critical skill even? What other skills might trust depend on? What skills does trust enable? Can we help each other to learn how to trust?

Trust is the foundation for performance in a virtual world. How do we build trust? Through conversations. Having meaningful, extended conversations has become a critical skill for the future of work.