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:
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.
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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