• About
  • Subscribe
  • Contact
Wednesday, May 7, 2025
    Login
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
No Result
View All Result
No Result
View All Result
Home Management Leadership Sales & Marketing Customer Experience / Engagement

Customers want personalisation but are wary of privacy violations

FutureCIO Editors by FutureCIO Editors
June 16, 2022
Photo by fauxels from Pexels: https://www.pexels.com/photo/photo-of-pen-on-top-of-notebook-3183170/

Photo by fauxels from Pexels: https://www.pexels.com/photo/photo-of-pen-on-top-of-notebook-3183170/

Seventy-one per cent of B2C customers and 86% of B2B customers expect companies to be well-informed about their personal information during a service interaction.

A December 2021 Gartner survey of more than 5,800 customers found that while customers want companies to be well-informed about their personal information, customers also expect their data to remain private and secure, and to be used solely for its intended purpose.

Brad Fager

“There is inherent, growing tension between personalised experiences and personal privacy,” said Brad Fager, senior research director in the Gartner Customer Service & Support practice. “This will only increase as data-driven interactions become necessary for effective customer service, and customers become more alarmed by how their data is used.”

A data-driven approach to designing personalised service experiences benefits the customer and the company, but it also risks violating customers’ trust if not done right.

High-profile data breaches and data ethics scandals have elevated privacy concerns among customers and accelerated their desire to maintain control of their personal information. Government regulations around the globe, such as Europe’s General Data Protection Regulation, have proliferated and redefined the standards by which data is collected, stored and used.

Gartner expects 75% of the world’s population will have its personal information covered by modern privacy regulations by 2025.

Action items to provide an experience that accounts for the customers’ context:

Be explicit with consent management and preference settings in the service journey to give customers better control over how their data is used. Delineate these settings by functional area and use case to avoid conflating uses of data (e.g., using data collected to improve the website for marketing purposes instead).

Prioritize transparency in customer privacy settings so customers know what personal information is being used, why it’s being used, and how to manage it. For example, proactively communicate about preference and consent management.

Make ethics a core component of your data management strategy by creating data use cases based on how they bring value and benefit to the customer, not just to the company.

Limit data collection to what’s needed to deliver timely resolution and added value by defining each data use case, so it collects the minimum data required through the least invasive methods.

Related:  Celcom says data governance is key to its digital transformation
Tags: GartnerGDPRpersonalised digital experienceprivacy protection
FutureCIO Editors

FutureCIO Editors

No Result
View All Result

Recent Posts

  • Agentic AI-powered AppSec platform launched for the AI era
  • IDC forecasts GenAI alone will grow at a 59.2% CAGR
  • Dataiku brings new AI capabilities to create and control AI agents
  • Microsoft reveals the rise of a new kind of organisation in the AI era
  • St Luke’s ElderCare enhances data security and user experience with Juniper

Live Poll

Categories

  • Big Data, Analytics & Intelligence
  • Business Applications & Databases
  • Business-IT Alignment
  • Careers
  • Case Studies
  • CISO
  • CISO strategies
  • Cloud, Virtualization, Operating Environments and Middleware
  • Computer, Storage, Networks, Connectivity
  • Corporate Social Responsibility
  • Customer Experience / Engagement
  • Cyber risk management
  • Cyberattacks and data breaches
  • Cybersecurity careers
  • Cybersecurity operations
  • Education
  • Education
  • Finance
  • Finance & Insurance
  • FutureCISO
  • General
  • Governance, Risk and Compliance
  • Government and Public Services
  • Growth Strategies
  • Hospitality & Tourism
  • HR, education and Training
  • Industry Verticals
  • Infrastructure & Platforms
  • Insider threats
  • Latest Stories
  • Logistics & Transportation
  • Management Leadership
  • Manufacturing
  • Media and Telecommunications
  • News Stories
  • Operations
  • Opinion
  • Opinions
  • People
  • Process
  • Remote work
  • Retail & Wholesale
  • Sales & Marketing
  • Security
  • Tactics and Strategies
  • Technology
  • Utilities
  • Videos
  • Vulnerabilities and threats
  • White Papers

Strategic Insights for Chief Information Officers

FutureCIO is about enabling the CIO, his team, the leadership and the enterprise through shared expertise, know-how and experience - through a community of shared interests and goals. It is also about discovering unknown best practices that will help realize new business models.

Quick Links

  • Videos
  • Resources
  • Subscribe
  • Contact

Cxociety Media Brands

  • FutureIoT
  • FutureCFO
  • FutureCIO

Categories

  • Privacy Policy
  • Terms of Use
  • Cookie Policy

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Login to your account below

or

Not a member yet? Register here

Forgotten Password?

Fill the forms bellow to register

All fields are required. Log In

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Management Leadership
    • Growth Strategies
    • Finance
    • Operations
    • Sales and Marketing
    • Careers
  • Technology
    • Infrastructure and Platforms
    • Business Applications and Databases
    • Big Data, Analytics and Intelligence
    • Security
  • Industry Verticals
    • Finance and Insurance
    • Manufacturing
    • Logistics and Transportation
    • Retail and Wholesale
    • Hospitality and Tourism
    • Government and Public Services
    • Utilities
    • Media and Telecommunications
  • Resources
    • Whitepapers
    • PodChats
    • Videos
  • Events
Login

Copyright © 2022 Cxociety Pte Ltd | Designed by Pixl

Subscribe