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Egil Bergenlind

Customer Experience in the Age of GDPR: Privacy vs. Personalization

Moving beyond GDPR, privacy requirements will actually help to drive better customer experience as organizations will only be able to use relevant and up to date information to individualize customer experience. It will also require them to explain how individualization is made possible, and sell the value of it, creating better customer relationships based on transparency and trust. Compliance essentially boils down to organizations needing to gain a better understanding of what data they hold, why they hold it, how they…