Privacy Is Now A Customer Experience Opportunity

October 20th, 2021

Enza Iannopollo Principal Analyst

Heidi Shey Principal Analyst

With contributors:

Amy DeMartine , Martin Gill , Isabelle Raposo , Peggy Dostie

Summary

From privacy communication to user interfaces and the ability to embed a privacy commitment into the brand promise, the way a business handles customer and employee information contributes to how people trust the brand and influences the quality of their interactions. Companies err when they approach privacy only from a compliance perspective — but when done right, privacy is an opportunity to improve and enrich the customer experience (CX). This report lends privacy and risk professionals insights into the CX implications of their privacy and data protection program and helps them optimize their strategy for better customer outcomes.

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