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Data Governance and Delivering Positive Customer Experiences

data governance

Data allows organizations to innovate and transform like never before, but using data to deliver insights comes with great responsibility. In a recent collaboration with Samuel Greengard, Scott Schlesinger, Global Data, Analytics and Practice Leader, dives into the importance of data governance and delivering relevant, personalized, and innovative product, and customer experiences.

Key Highlights and Takeaways: 

Data Stewards

Good stewardship requires careful and responsible management. A good steward manages and controls data while granting access where, when, and by whom it’s needed. It is important for customer experience (CX) professionals to know what the corporate policies and/or legal guidelines are around the handling and use of data. This can be achieved through adequate training and communication.

Choosing the Right Platform

It is vital to ensure that the tools and services that are being relied on to deliver experiences intentionally incorporate functionality to support the data management needs. Organizations that respect their customers through transparent and ethical data privacy practices can forge tighter and stronger connections with their customers.

Respecting Data Governance to Build Trust

A good data stewardship strategy isn’t just the right thing to do, it also represents a significant opportunity for businesses to build trust and customer lifetime value. With the right technology, data stewardship, governance, and process to manage security and regulatory compliance drives marketing effectiveness and optimization across the full customer journey.

Data Transparency

Transparency is not just about establishing good policies. You have to be clear about what data you have, how you use it, what choices consumers have about what they share, and what options they have to let you continue using or not.

Iterate your Data Governance Strategy

Organizations must consider whether assumptions, practices, tools, and technologies that may have been relevant in the past have become dated, or lost their value. Mapping internal data practices is paramount. There is a need to examine data access privileges and rights across the organization, along with the software and security controls used for data governance.

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