Whose Customer is it Anyway?

Once upon a time customers belonged to Customer Services but things are changing around the board table – Coca Cola recently replaced their Chief Marketing Officer (CMO) with a Chief Growth Officer (CGO) and over the past few years we’ve witnessed a trend of companies substituting the role of Chief Information Officer (CIO) for that of a Chief Customer Officer (CCO).

These changes suggest that it’s no longer enough to have roles focusing solely on managing internal tools or processes – organisations want to make sure that the customer is placed firmly at the heart of the business and in such a way that outcomes relating to customer interactions can be meaningfully measured on a daily basis (not once a year via a satisfaction survey).

So, in an environment where multiple members of the executive team are being compensated on customer metrics, who actually owns the relationship?

Mine, mine, mine!

When it comes to deciding who owns the customer relationship, you could end up with this argument around the table:

The Chief Operating Officer (COO) will tell you that her teams face into the customer and are therefore the guardians of the customer relationship.

The CMO will tell you that by making sure he owns all customer communications, you’ll have access to richer customer analytics and data that will increase customer revenue and satisfaction via improved marketing effectiveness.

The CCO will remind you that she is responsible for growing customer revenue and therefore ultimately owns customers as a segment.

Customer Ownership vs Compliance Responsibility

One thing that not everyone will put their hand up for is the responsibility of customer data compliancy.  It’s entirely possible that in this instance everyone will point at the CIO (assuming that his title hasn’t changed) because he owns the infrastructure where all the data is held and manages the rules around security.  With every member of the business potentially putting customer data into the infrastructure, he’s unlikely to agree that the responsibility is solely his.  And it’s not just a job for the Legal team either.

A Single Data Set = Joint Ownership

Whilst there may be argument on ownership of relationship vs responsibility for compliance, the one area where you will find agreement is the nirvana of a Single Customer View and the General Data Protection Regulation (GDPR) could be your way to move towards it.

A Beneficial Piece of Legislation

We believe the GDPR could be the trigger for organisations to realise incredible business benefits because at it’s heart is the need for robust data management.  Using Big Data and Machine Learning principals to deliver data management and intelligent classification, it’s now possible for an organisation to take control of it’s data assets in a fraction of the time of traditional consulting methods.  This approach enables organisations to create one, secure, trusted dataset with policies enforced on a low-touch / automated basis giving you real-time:

  • Customer insights
  • Control over data usage
  • Opportunities to deliver a great customer experience
  • Ability to make decisions that increase profitability.

Ownership for All

By using GDPR as a means to kick-start a process of complete data management that is designed to drive the business forward, it gives organisations not only the impetus to address forthcoming legislation in a positive manner, but also the opportunity for the entire Board to compete for the crown of being the most customer-centred person in the business – and with access to the right data to prove it.

This is just a snapshot of how we believe taking a proactive data-centric approach to GDPR could benefit your business.  To find out how you could use GDPR to place the customer at the heart of your business, either download our whitepaper here: http://bit.ly/ExonarGDPR  or drop us a line at tellmemore@exonar.com.

GDPR:Where do I start?

GDPR: Where do I start

The new European General Data Protection Regulation (GDPR) regulations mean that any organisation, big or small, will need to comply with new rules regarding the collection, storage and usage of personal information regarding EU citizens.

But reports have suggested that many IT security professionals are either not preparing or are unaware of any changes that need to be made to their business processes in order to ensure compliance.

This article answers the questions on where to start and gives a simple framework for getting started.

Infosec and the new CIO

Infosec and the new CIO: Getting a handle on what’s going on at your new workplace

According to a recent survey, improving security is the number one priority for executive teams with 57% of CIOs agreeing that their executive teams consider it a priority. So when starting a new role, how should a CIO approach cybersecurity? Read the full article, including the thoughts of Exonar’s CEO here.

Manageable Data in Moments

Over the past six months your LinkedIn feed will have told you that GDPR is coming and that you and your compliance, audit and IT teams have a myriad of actions to meet the forthcoming Regulation.  But where’s the upside?

Rather than focus on fear, uncertainty and doubt, we like to emphasise advantages.  At the heart of successful GDPR compliance is data management, and data management brings with it some tangible opportunities for your business – from getting your data in peak condition to delivering an even greater customer experience.

Data Portability

Under GDPR, individuals have the right to Data Portability.  This means that you must provide individuals with the ability to obtain and reuse the data you hold on them across different services (for example, allowing individuals to securely port data to cost comparison sites).

Using Big Data and Machine Learning data management capabilities, you’ll be able to discover and segment your data assets easily, setting your business up to provide individuals with the ability to leverage the data you hold for their personal benefit – and providing you with extra customer loyalty points in the process.

The Right to be Forgotten

If an individual really wants nothing to do with your organisation any more, then under GDPR they have the right to be forgotten.  So, if an individual asks you to ‘forget’ them, you are obliged to delete any personal data relating to them where there is no legal reason for its continued processing.  This can extend to the sharing of this data with third parties.

Putting in place a process that will enable you to rapidly pinpoint the relevant data and remove it means that rather than dreading requests, they become the trigger for a swift operation that can be carried out with confidence.

With an automated approach, this activity removes the traditionally tedious manual exercise and becomes low-impact to the business delivering a straightforward process to the individual.  It also provides you with the added benefit of removing data that is no longer useful.

Data Security

Data breaches create havoc for individuals and organisations and generate headlines that can lead to enormous reputational damage.  A key benefit to undertaking a thorough data discovery and management exercise in preparation for GDPR is the additional security this will bring to your organisation:

  1. Data discovery will help you to find unstructured (or ‘hidden’) data. It is not unusual to find up to 10GB of unstructured data per employee.  Removing this creates TB of space in your infrastructure and allows you to actively address security risks.
  2. Intelligent classification will enable you to make sure all sensitive or confidential data is appropriately segmented and subject to correct security procedures.
  3. Data management processes powered by Machine Learning and Big Data principles will allow you to automate tasks that could historically be open to human error.

By taking a proactive approach to security, you’ll be able to find and address weaknesses early giving you a story that will increase customer confidence.

Freedom of Information / Subject Access Requests

Whether a public authority with an obligation to respond to Freedom of Information requests, or a private sector company with obligations under GDPR, the ability to rapidly and consistently handle requests for information from individuals is crucial for compliance.

Addressing this with manual methods is time consuming and costly.  By implementing data discovery, intelligent classification and data management protocols using software, this task becomes near-automated and does not disrupt day-to-day business.

Data Inventory

One of the ways in which many organisations are benefitting from an early approach to GDPR compliance via data management is their ability to create a detailed data inventory.  We liken it to the rigour that organisations apply to managing their finances.  By establishing a baseline of your data assets, classifying them appropriately, discarding duplicated data, then setting processes in place for ongoing management, you have a data set that is accurate on a near real-time basis.  This delivers a raft of data-centric business benefits:

  • Insight into a single view of the customer
  • Insights into customer / supplier behaviour
  • Accurate reporting
  • Insights into opportunities to streamline / automate processes

This is just a summary of how we believe taking a proactive data-centric approach to GDPR could benefit your business.  To find out how you could achieve manageable data in moments, either download our whitepaper here: http://bit.ly/ExonarGDPR  or drop us a line at tellmemore@exonar.com

Getting to Grips with GDPR

Getting to Grips with GDPR

What We’ve Been Reading And Writing This Month

GDPR – companies are ramping up their GDPR budgets
Plus – If you are visiting Infosec, check out our tips for the hot topics
It all starts with Data Discovery
It all starts with Data Discovery
This articles aim is to filter the GDPR noise down to a considered conversation that focuses on what’s important to your business and how you can take the appropriate steps to deliver a positive GDPR outcome.
Pulse Survey: US Companies ramping up GDPR budgets
Pulse Survey: US Companies ramping up GDPR budgets
A recent PwC pulse survey asked C-suite executives from large American multinationals about the state of their plans for Europe’s landmark General Data Protection Regulation (GDPR).
Our Tips for the Hot Topics at Infosec 2017
Our Tips for the Hot Topics at Infosec 2017
We’re exhibiting at Infosec this week and these are the hot topics we are looking forward to hearing about. If you are there, come along and see us on stand S07.
The DPO role: A quick survey
A recent survey by the IAPP asks what are the essential job skills and the appropriate professions of Data Protection Officers under the GDPR.
Get our free GDPR report
Get a free GDPR report
Want to know what your peers are planning for GDPR? Fill out this short survey and we will send you a free GDPR report.
Where Do I Start with General Data Protection Regulation?
This article gives insight into what you need to know about the regulation before you start and provides a simple framework for approaching GDPR.
GDPR Awareness Coalition
GDPR Awareness Coalition
The GDPR Awareness Coalition is a great place to start your GDPR journey, there’s lots of tips, recommendations and shareable infographics to help get that stakeholder buy in.
The utterly unrelated section.15 forgotten tech sounds you just don`t hear any more

The utterly unrelated section.

15 forgotten tech sounds you just don’t hear any more
Wallow in the beeps and buzzes of yesteryear, with these extinct sounds of tech