Trends Report

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 10th, 2020
AS
Art Schoeller
SD
Sarah Dawson
With contributors:
Enza Iannopollo , Daniel Hong , Fatemeh Khatibloo , Hailey Colin

Summary

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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