Set to go into effect in May 2018, the General Data Protection Regulation (GDPR) must be at the top of mind for all organizations doing business with and in the EU. The regulation will change the way organizations manage data about their consumers and the overall customer experience landscape. How can you benefit from this new regulation? Yes, you’ve read it right: benefit!

GDPR is a new playing field, with a new set of rules. What that means for you is that you need to plan now and adapt to the changes more quickly than your competition. Customer Experience (CX) will be changing towards trust-based exchanges between customers and brands. You, as a brand, will need to rethink how you approach many CX strategies, including cultivating richer and more accurate data sets, and creating 1:1 experiences that are contextually relevant for each customer.

Some of the topics we discussed in the webinar include:

  • What's GDPR and how it will impact Customer Experience. Consumers are growing increasingly savvy about data collection and processing – and the avowed aim of the GDPR is to put individuals “in control” of their data. Since data is the fuel of CX, consumer control of personal data access and usage presents a whole new set of challenges for organizations.

  • How Customer Trust and Privacy Will Create Mutual Benefits for Companies and Consumers. Consumers will share personal data with brands they like and trust in order to get more value and a more holistic digital experience. Trust is more than a positive in brand reputation, it's the key to building a foundation of data-based competitive advantage. 

  • How Organizations Will Need To Adapt To The New Data Ecosystem. New skills and roles will be needed to help brands establish customer trust and privacy. Cross-functional alignment, compliance strategy, and governance policies will have to be instituted to support the people-process-technology triangle.

Join our special edition webinar with Tim Walters, Principle Strategist at The Content Advisory to learn how GDPR will fundamentally change Customer Experience (CX) and the way we do business in the digital world, and what critical steps you need to take now to differentiate from the competition.

Tim Walters, Ph.D.
Privacy Lead at The Content Advisory

In his writing, advising, and public speaking, Tim aims to help both enterprises and solution providers come to terms with customer experience management (CXM) – while also respecting the privacy and personal data of consumers. In particular, Tim currently focuses on the EU’s General Data Protection Regulation (GDPR) and the challenges and opportunities it poses for marketers and other customer experience professionals. His publications and keynote addresses include "The CXM Imperative”, "Seven Things Marketers Need to Know About the New Data Regulations", "Why Are So Many Smart People So Stupid About the GDPR?" and "The Total Impossibility of Customer Experience Management". Tim is a frequent keynote speaker about CXM, digital transformation, and the GDPR. Previously, he was a senior analyst at Forrester Research and a professor at New York University.

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