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For Application Development & Delivery Professionals

GDPR-Like Regulations Are Here — Is Your Customer Service Organization Ready?

How Customer Data Moves Through Your Contact Center Will Determine Your Compliance Path

June 10, 2020

Why Read This Report

Since the EU General Data Protection Regulation (GDPR) took effect in May 2018, we've seen the consequences for firms that don't meet compliance standards. Data privacy regulations in the US are gaining momentum, in particular the 2020 implementation of the California Consumer Privacy Act (CCPA). Headlines ignore contact centers — but they're on the front lines when it comes to consumer backlash after a data breach. Customer service leaders must act quickly to shore up their data compliance and put consumer privacy at the front of their customer experience strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • GDPR Violations In Customer Service Will Cost You Millions
  • Focus On These Three Areas First For GDPR Compliance
  • Recommendations

  • The Path To Compliance Is Long But Paved With Business Benefits
  • Supplemental Material
  • Related Research Documents

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