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Introduction

New legislation such as GDPR represents an opportunity for businesses to make positive, visible changes to the way they engage with customers.

Highlights

  • Businesses have lost a great deal of consumer trust, leading to poor performance and brand damage.
  • Consumers now have the means to take control of their personal data.
  • Businesses must be vocal and transparent about how they will safeguard consumer information and how they will improve the customer experience by doing so.

Features and Benefits

  • Understand the changing dynamic of customer data privacy laws.
  • Identify ways to better engage with customers over the issue of data security.

Key questions answered

  • How will strict data privacy and security laws affect the customer relationship?
  • What is the best way to engage with customers regarding data privacy issues?
  • How can businesses benefit from changing their customer data dialog?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Businesses have lost a great deal of consumer trust

  • One bad experience is all it takes
  • Relationships are founded on trust

Consumers now have the means to take control of their personal data

  • Laws ensure individuals' data ownership
  • Early results are positive

Businesses must be vocal and transparent

  • Compliance is not enough
  • Involve the customer

Appendix

  • Methodology
  • Further reading
  • Author

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