editor ’ s question
?
s we mark the fourth
A anniversary of GDPR , organisations are facing a more knowledgeable , confident and powerful world community demanding greater transparency in terms of how their personal data is used and expecting organisations to be held accountable for their behaviour . Last year , not only did we see a significant increase in the number of GDPR fines , but we witnessed the biggest one to date with many of these fines focused on punishing organisations that seem to present ambiguity or lack transparency in processing and communicating decisions with their customers .
Reputational management – maintaining a happy customer base – is driving boardroom discussions and forcing organisations to identify a new data privacy strategy beyond regulatory compliance risks . Consumers demand integrity and truthfulness regarding how personal data is processed and used . Customers demand control and are not reticent to exercise their rights to delete or request copies of any personal data that has been processed .
For many organisations , fulfilling such requests is incredibly time-consuming , is often still a manual process and – as many organisations have internal silos – even locating all available data is an undertaking . With a focus on brand reputation and retaining customer loyalty , organisations are looking to innovation and automation to manage these challenges and as a source of competitive advantage . Gaining trust is so dependent on delivering a consistently great customer experience that effective communication of personal data policies , practices and any breaches as well as a
Reputational management – maintaining a happy customer base – is driving boardroom discussions and forcing organisations to identify a new data privacy strategy beyond regulatory compliance risks .
streamlined Subject Rights Requests ( SRR ) management process must be top of mind . Organisations that foster an integrated , data-centric approach
ANDY TEICHHOLZ , GLOBAL INDUSTRY STRATEGIST , COMPLIANCE & LEGAL , OPENTEXT
to privacy management – leveraging data discovery and classification tools , risk mapping and data management platforms with strong retention capabilities – will be in the best position to execute on these priorities . This will earn individual trust and retain the right of custodianship of customers ’ personal data as well as differentiate themselves in the marketplace .
28 www . intelligentciso . com