Best Practice Report

Privacy-Proof Your CX Measurement Program

How CX Pros Can Use Privacy As An Opportunity To Build Trust

August 16th, 2021
Enza Iannopollo, Principal Analyst
Enza Iannopollo Principal Analyst
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Melissa Chaudet

Summary

Whether they’re aware of it or not, customer experience (CX) professionals collect, process, share, and store customers’ personal data in order to measure CX performance. That means CX pros and their privacy peers must work together to create effective measurement practices that meet the privacy demands of regulators and customers. This report gives CX professionals a framework for identifying and assessing the level of privacy risk of key CX measurement practices, helping them ensure that their measurement program is in line with privacy regulations.

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