You may be seeingquite a bit of news about GDPR lately, some of it quite alarmist. We have had quite a few conversations with clients about the topic in recent months as they work through their company plans for compliance. While this may only seem to be a question for operations in Europe we think that it is helpful for all consumer care teams to understand the principles, as the question of consumer privacy rights is universal.
I recently had the chance to sit down with Jim Moloney, the 2018 SOCAP Chair, to get his perspective on the evolving role of consumer care. For those of you who don't know him, Jim led a variety of work at GM, from marketing to consumer care. He always has a great point of view on 'big questions' and brings a very pragmatic, business outcome driven perspective to our industry.
Latest Case Studies
Empowering Consumer Care to Collect Good Data is Easier than You Think
A key component of the value Consumer Care delivers to their organization requires the collection of good quality data within your contact center. This information can drive product development efforts, focus promotional activities, and mitigate risk from crisis or adverse events. We’ve developed this simple checklist for you to use to assess – and improve – the quality of the data your organization currently collects.
Use Marketing Data to put a Real Value on your Consumer Engagement
How much is a consumer worth to your brand? Leverage some simple data to calculate a real, credible value that you can use to make decisions and drive investment in consumer relationships.