Customer Data Protection – Why It’s Important For CX Leaders to Prioritize This Strategy

Protecting customer data is a process to safeguard data from cyberattackers as well as accidental leaks. CX leaders who are adamant about this strategy can deliver tailored experiences that build confidence with customers, boost customer loyalty and increase the bottom line.

If it’s PII (personally identified information), PII, medical records, financial data or even social security number, keeping customer information safe is essential for maintaining a trustworthy relationship. It’s also crucial to abide by the laws regarding privacy of data, which differ from region to regional (PIPEDA is Canada, HIPAA is the US, and GDPR is in the EU).

To ensure that only employees who need access to sensitive customer data have it, set up roles based on the employee’s specific job responsibilities and assign permissions accordingly. This ensures that if an employee moves on or shifts roles the access rights they have change along with the change in their role. It’s important to secure data both in transit and at rest, using tools such as 256-key bit length encryption for email communications, or encryption at the file level on systems and servers.

Also, make sure to shred or crosscut paper copies of customer data prior to getting rid of them. And whenever computers are being shut down, wipe the hard drive clean or physically destroy it to avoid any information from getting into the in the wrong hands. This simple and proactive step will minimize the risk of data breaches.

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