The IT dilemma: Balancing data privacy and personalization in customer experience
Your phone buzzes with an email notification. Subject line: Important information about a recent security incident.
Sounds familiar, right? Unfortunately, security incidents are more and more common, which means many companies are leaning on trust to galvanize their customer relationships. Trust is the cornerstone of customer relationships, but in today’s changing data privacy and security landscape, it’s hard to earn and easy to lose.
Research shows that trust is at odds with consumer expectations of personalization
Companies and platforms collect more personal data than ever, and consumers expect this data to stay safe in the face of evolving security threats. Simultaneously, government and industry compliance standards are constantly developing. This makes it challenging to balance privacy and security while working to enhance the customer experience—even more so for companies in highly regulated sectors, companies handling lots of sensitive customer data, or companies following their own strict privacy and security standards.