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New data privacy, security and data usage policies

How have new security concepts such as zero trust and modern authentication methods been transforming digital CX?

The concepts of zero trust and modern authentication methods have been transforming digital CX by enhancing security and improving the user experience.

  • Modern authentication methods, such as multi-factor authentication (MFA), have also improved security by requiring multiple forms of authentication. This reduces the risk of unauthorised access to user accounts and personal information.
  • Consumers are more confident in using digital services knowing that their personal information is well-protected. Additionally, modern authentication methods have simplified the login process for users, reducing the need to remember complex passwords and improving the overall user experience.
  • Overall, these new security concepts have transformed digital CX by striking a balance between security and convenience, ultimately providing a safer and more user-friendly digital experience for consumers.

How to ensure consumer-data privacy while keeping personalisation at scale?

There exists various data privacy approaches, but here are my key suggestion to consider:

  • Develop a comprehensive privacy policy that outlines how customer data is collected, stored, and used. This policy should be transparent and easy to understand, and it should provide customers with control over their data.
  • Collect only the data that is necessary to deliver personalised experiences. Avoid collecting irrelevant data that may compromise customer privacy.
  • Ensure that customer data is stored and processed in a secure manner, using encryption and other security measures.
  • Obtain explicit consent from customers before collecting and using their data. This can be achieved through opt-in forms and other mechanisms that provide customers with control over their data.
  • Offer customers easy-to-use data management options, such as the ability to edit or delete their personal information.
  • Conduct regular privacy audits to ensure that your data privacy practices are in compliance with regulatory requirements and industry standards.

Has maintaining data transparency as a part of the digital customer experience become a new trend?

Yes, maintaining data has become a new trend in recent years.

Customers are becoming increasingly concerned about how their personal information is collected, stored, and used, and they expect businesses to be transparent about these practices, as described above.

Data transparency involves providing customers with clear information about what data is being collected, how it is being used, and who it is being shared with. This information should be presented in a clear and easy-to-understand format, such as a privacy policy or a data use agreement.

These measurements build trust with customers by demonstrating that businesses are committed to protecting their personal information. Second, it can help to reduce the risk of data breaches and other security incidents.

iC Consult is also partnering with us at our 12th Annual Strategic Customer Excellence Summit on 19th – 20th April 2023 in Arcotel Wimberger, Vienna.

iC Consult is the world’s leading independent consultancy, systems integrator, and managed services provider for Identity & Access Management with more than 800 employees worldwide.

We are committed to excellence and innovation, and with the best-in-class technology in the IAM space, we provide our customers with next-level cybersecurity solutions. Our service portfolio covers Managed Services for IAM including advisory, architecture, implementation, integration, support, and operations.

iC Consult is headquartered in Germany with offices in Switzerland, Austria, France, Belgium, Spain, Bulgaria, the UK, the U.S., Canada, India, and China. The world’s largest brands trust in our expertise, to secure and manage their most valuable assets: their identities.

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