My family has a long-standing tradition to spend the holidays together. Last year, we had a really great time at a wonderful vacation spot—so much that I wanted to return as soon as possible. Based on my previous interactions with the resort management company, I received offers throughout the year for upgraded packages tailored to my personal preferences. Eventually, I contacted customer service about their policy in case of last-minute cancellations and to ask several other questions that were important to me.
The conversation was amazing—conveying full transparency and an immediate understanding of my needs. Then, when I wanted to book, I absentmindedly asked them to simply charge the credit card I used last year. No can do, they told me. Of course, I knew it myself from being in the industry that under no circumstances do they keep those details in the system.
The entire experience strengthened my loyalty to that vacation resort and I’ll probably return next year, as well. On the one hand, they provided precise, personalized service and seamless interactions; on the other hand, they demonstrated a clear commitment to data security. As if I wasn’t already a big enough fan—this completely won me over.
Lessons learned
We can extrapolate a few lessons for all service providers from my little story.
- Fiercely guard your customer’s data privacy.
- Find a balance between privacy and personalization.
- That balance is very important to your customers.
As Jeanne Bliss, author of Chief Customer Officer 2.0: How to Build Your Customer Driven Growth Engine, wrote, “Customer loyalty is earned when you anticipate needs before customers even know they have them.”
And the best way to do that is by collecting and analyzing personal data. But of course, customers want their personal information to remain, well, personal. This is crucial for maintaining brand loyalty and trust.
As a consumer, but even more so as an executive who works with some of the largest global corporations, I see too many companies struggling to find that balance. Complicating matters is the fact that so much personal information is being exchanged across multiple channels and regions nowadays, forcing companies to navigate a complex maze of tech, law and consumer expectations. And the regulations like GDPR and CCPA make mistakes costly as well. Every week we hear reports of massive fines, and customers who feel their data was recklessly exposed.
As someone who knows the world of data management intimately, it is frustrating to witness. I’m on the ground all the time, travelling to trade shows, seeing our rapidly evolving industry up close. And I know that you don’t actually need to do much at this point to ensure that data privacy is maintained and customer demands are met.
It is possible to have it all
The simplest, fastest, and most comprehensive solution is CXone Interactions Hub. Past and present voice interactions from NiCE and third-party vendors are seamlessly integrated in a single CXone environment, minimizing management complexity and reducing operational friction that can impact customer experience.
And with CXone Interactions Hub, privacy isn’t just an afterthought—it’s built in. Deletion, extraction, playback lock and litigation hold can be automated using the solution’s advanced data analytics. You can also choose which actions should be taken automatically in response to compliance violations, reducing resource costs and eliminating manual errors.
Proactive compliance
CXone Interactions Hub goes a step further, however, with proactive and preemptive compliance assurance. Businesses can take action before a minor issue has a chance to develop into a major crisis.
The Hub’s Risk Detection Board scans the CXone environment for latent or developing compliance risks, with real-time AI-driven insights into each and every interaction. A single centralized dashboard visually displays potential issues for immediate or recurring mitigation measures, while user access privileges can be limited to specifically authorized roles within the organization.
That’s why CXone Interactions Hub is more than just a compliance application; it’s a proactive solution for preventing violations before they happen.
Why now is the time for CXone Interactions Hub
According to Gartner, “By 2025, 75% of the world’s population will have its data covered under modern privacy regulations.” Global data privacy regulations are becoming stricter and more sophisticated, and non-compliance comes with a hefty price tag—both financially and in terms of reputation.
As Forrester’s Principal Analyst Fatemeh Khatibloo has said, “Brands that fail to protect their customers’ data will quickly be disadvantaged.”
Companies that will thrive, on the other hand, are incorporating proactive protection of customer data while delivering highly personalized experiences. CXone Interactions Hub does both, providing a strategic advantage that empowers businesses to take control of all their interactions and compliance.
The time to future-proof your customer interactions is now.
And the time for me to arrange our next family vacation is near—and I know exactly where we’re going.
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