CX Toolbox

Businesses today need to balance the market’s demand for personalized customer experiences with regulatory requirements to protect consumer data. Brands collect sensitive consumer data through their customer contact centers and other channels, whether they intend to or not. While many artificial intelligence (AI)-based contact center solutions depend on this data, many consumers now have the right to view the data collected about them. And this puts pressure on organizations to communicate their consumer data privacy objectives in a way that is consistent with their brand values. Are you adopting the regulations effectively to ensure that they improve customer experience and loyalty?

Come listen to Forrester analyst, Art Schoeller and Verizon CX Practice Lead, Gordon Littley discuss the impact of GDPR and other regulations on customer experience and how organizations can adopt them while ensuring consistency with their brand values.

• What should you consider while creating the right consumer data privacy strategy?
• How do you ensure the right stakeholders are involved and engaged?
• Do you apply the most strict regulations to all regions or take a hybrid approach?
• How do you approach the regulations while building your digital transformation strategy?
• How do you ensure that you have your customer's trust and loyalty?