Privacy and Law
Digital customer interaction often uses personal data from multiple systems. This directly links privacy, security, and supplier choices to the customer journey.
The essence
GDPR requires a clear purpose, minimal data, good security, and transparency. This should not only be stated in a privacy policy but be visible in design, integrations, and daily management.
A good approach doesn't start with an isolated tool. First, it must be clear what problem the customer experiences, what outcome the organization wants to achieve, and which processes, data, and people are involved.
Important to know
These elements provide a concise overview of the content. Use them as a starting point for a conversation between business, IT, customer service, and compliance.
Explain why data is needed and prevent data from being reused for another purpose without a sound basis.
Request and display only what is necessary for the task at hand.
Where possible, keep data in the source system and grant applications controlled access only.
Make agreements on roles, storage, security, logging, and deletion.
Practical approach
You don't have to solve everything at once. These three steps make the topic discussable and actionable.
For each customer journey, identify where data originates and where it ends up.
Reduce copies, define roles, and anonymize where full data is not needed.
Incorporate privacy into releases, tests, incident processes, and supplier evaluations.
What it can deliver
Privacy by design helps to innovate faster and more securely. Teams don't have to go back to the drawing board at the end, and customers gain better insight into what happens with their data.
View the customer interaction layerNext step
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