Trends Report

Safeguard Your Social Intelligence Strategy

Managing Privacy, Risk, And Compliance Challenges When Listening To And Leveraging Social Data

August 18th, 2014
Nick Hayes, null
Nick Hayes
Allison Smith, null
Allison Smith
With contributors:
Mary Pilecki , Christopher McClean , Rebecca McAdams


The more granular you get when collecting and analyzing social data, the more value you can extract with meaningful customer segmentation, affinity mapping, and other valuable customer insights. The problem is customers remain wary of how organizations collect and make use of their social media data, even when it's public. Rising privacy concerns, coupled with numerous other risk and compliance issues, threaten the core function of social intelligence programs, diminishing customer insights (CI) professionals' ability to gather robust social data, conduct detailed analysis, and respond to customers effectively and efficiently. This report explains current challenges and outlines best practices at each stage in the social intelligence process for mitigating risk and privacy issues and adhering to compliance obligations, while still leveraging social data to improve strategic decision-making and drive real business value.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.