Balancing personalization and privacy in customer experience

Customers are more anxious than ever. Keeping personal information secure is a growing source of concern amidst constant news of data breaches, AI mishandling of sensitive information, and the relentless digital scams that affront us. For years privacy concerns were the responsibility of the customer to manage, but as every organization expands their reach into more dynamic digital marketing and CX, customers can’t be expected to shoulder it all. Failing to give digital security the appropriate resources and consideration is the fastest way to lose customer trust, and when customer trust is lost to security failures, it’s almost impossible to win back.