The trust of Spanish workers in digital communications has increased over the last five years, despite the fact that deepfakes are increasingly difficult to identify. However, verification habits remain inconsistent and are not consistently applied to sensitive requests related to payments, credentials, or sensitive information.
According to data for Spain from a new global survey by WatchGuard Technologies, 42% of Spanish workers trust digital communications more than they did five years ago, while 39% acknowledge trusting less and 19% maintain the same level of trust. The study, titled “The digital trust gap: when familiarity is not enough in the age of AI,” surveyed more than 500 employees in eight countries, including Spain.
One of the most relevant data is that 69% of Spanish participants acknowledge that they do not always verify the identity of the sender through independent channels before responding to sensitive requests. In a context in which artificial intelligence makes it possible to generate increasingly convincing imitations of voices, faces and writing styles, this lack of verification increases the exposure of organizations to identity theft, fraud and cyberattacks.
“The most surprising finding is not that employees trust digital communications,” says Corey Nachreiner, chief information security officer at WatchGuard. «What is really striking is that many continue to rely on the same signals they have relied on for years, even though AI makes those signals much easier to imitate. Familiar names, voices, faces, and brands have always helped people make decisions quickly, but they are no longer reliable indicators of authenticity. “Verification is becoming one of the most important cybersecurity competencies for employees.”
Familiarity remains a determining factor
The report highlights the importance that family elements continue to have when it comes to generating trust in digital communications. Among the results of the survey in Spain, the following stand out:
- 76% of workers have clicked on a link or opened an attachment because it appeared to come from someone they know.
- 26% believe that identifying a known sender increases the credibility of a digital request.
- 32% believe that the presence of some familiar detail from the work or personal environment makes communication more reliable.
- 42% affirm that the correct use of their company’s corporate image increases confidence in a digital request.
- Only 16% admit to having trusted a request after carrying out an independent check.
These data demonstrate that well-known names, context, and a recognizable corporate identity can be mistaken for evidence of authenticity. The WatchGuard study also identifies other behaviors that demonstrate the need to strengthen employee verification training:
- 48% of Spanish respondents would probably trust, without further checking, an urgent text message from their CEO requesting a payment or data transfer. 44% would act the same way when faced with a voice message with a similar request. On a global scale, the percentages are 42% and 40%, respectively. In the United States, 59% would trust text messaging.
- 63% would use their face, voice or on-screen identity to evaluate or verify an unusual or sensitive request during a video call, compared to 53% of the global average. Only 23% would prioritize verification through another channel or applying the organization’s internal procedures, compared to 28% globally.
- Insufficient training is the main obstacle to improving preparation against cyber attacks, according to 32% of Spanish participants. Lack of employee awareness comes in second place, at 15%. Globally, 38% identify a lack of training or awareness as the main barrier to improving organizations’ cybersecurity preparedness.
Differences in digital trust by countries and sectors
The global survey also analyzes trust levels and verification habits in different countries and sectors, where significant differences are seen. Australia has the highest rate of identity verification: 69% of respondents say they always check who is submitting a request before acting when it involves sensitive information. Germany, on the other hand, has the lowest percentage, with 22%. In Spain, the figure stands at 31%, which shows significant room for improvement in the implementation of systematic communications verification procedures.
There are also differences between countries in terms of the main obstacles to strengthening digital trust. In Italy, respondents highlight the shortage of cybersecurity skills and the lack of qualified personnel as the most important challenges. In Spain, on the other hand, the main barrier is insufficient safety training, followed by the lack of awareness among workers.
The results highlight that, beyond technological tools, user training continues to be a fundamental element to reduce the risks of fraud and identity theft in an environment in which AI facilitates the manipulation of communications.
By sector, healthcare has the highest verification rate for sensitive requests, at 63%, while financial services professionals show the greatest confidence in the authenticity of digital content. At the opposite extreme, public sector employees are among the most skeptical of digital communications and messages supposedly sent by senior managers. However, less than half check sensitive requests before acting, showing that the problem affects organizations across the board.
The role of MSPs in bridging the trust gap
The report highlights the opportunity for managed service providers (MSPs) and channel partners to help organizations improve their verification habits and establish proper governance of the use of artificial intelligence.
Recommendations include the implementation of confirmation procedures for transactions such as payments, credential resets and exchanges of confidential information. It also advises carrying out practical and realistic simulations of executive impersonation attempts, as well as establishing clear policies on authorized AI tools, data processing and human supervision requirements.
In Spain, the main barrier to digital trust is insufficient security training
MSPs can also help their clients’ employees make lasting improvements by implementing multi-layered protections and accessible reporting channels. To evaluate progress, the study recommends measuring both user behaviors and communications of possible incidents as well as technical security indicators.
The report’s findings reflect the growing need for companies to strengthen verification mechanisms and reduce their reliance on trust signals that can be easily manipulated by artificial intelligence. WatchGuard addresses these challenges with integrated identity security and secure access solutions designed to continuously verify users, protect access to critical resources, and reduce the risk of account compromise, AI fraud, and ransomware.
Based on Zero Trust principles and supported by managed detection and response (MDR) services available 24 hours a day, seven days a week, these solutions seek to help organizations strengthen their cyber resilience and protect their digital communications against a threat landscape increasingly influenced by artificial intelligence.
