Modern CX Essentials That Differentiate Your Consumer Brand
Discover how your consumer-facing company can create a modern CX strategy based on evolving consumer expectations.
8 minute read
•Consumer Goods
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As your company grows, so does the amount and variety of data you collect from customers and
employees. Now, the European Union (EU)—which accounts for roughly 15% of global trade—has
adopted the General Data Protection Regulation (GDPR). This “robust and extensive data protection
regulation with presumably real bite has made compliance an increasingly important issue for business
leaders, as SecureWorld describes.
Indeed, since its launch in 2018, GDPR has transformed the ways business leaders everywhere acquire
and use valuable personal data. In this guide, we explain GDPR concepts in easy-to-understand terms
and provide tips on how to get started with becoming GDPR compliant. We’ll also discuss methods for
creating a culture of GDPR compliance within your organization.
The Purpose of the General Data Protection Regulation (GDPR)
At its core, GDPR is not designed to simply protect a person’s data, but to protect the individual person.
With this distinction, GDPR strengthens and builds on the EU’s past data protection framework, the
1995 Data Protection Directive. GDPR thereby establishes new rights for individuals with respect to their
personal data. GDPR sets out the rules for how data from persons within the EU must be collected,
processed, and stored by organizations as well.
Take note: GDPR affects companies outside of the European Economic Area (EEA). That’s because GDPR
applies to any company that processes the personal data of EU persons, respectively—regardless of
whether the company is based inside or outside EU territories. Although one company may or may not
process data aligned with EU persons today, GDPR compliance should be on all business leaders; radar
as they consider future growth and expansion into new markets that might include EU territories.
There are significant fines for GDPR violations, which can reach up to €20 million or up to four percent of
a company’s global annual revenue, whichever is greater. It’s critical business leaders understand GDPR
requirements and take steps to comply with the regulation to avoid these hefty penalties.
Practical Steps towards Achieving GDPR Compliance
GDPR is designed to give individuals more control over their personal data. To that end, GDPR imposes
new obligations on organizations that process or intend to process the personal data of EU persons.
Even so, GDPR does not entirely upend business models that depend on individuals’ personal data to
succeed.
For companies, GDPR compliance begins with their leaders understanding its requirements—that is,
protecting the personal data their organization collects, uses, and stores.
Specifically, the organization must:
1. implement technical and organizational measures to ensure a level of security appropriate to
the risk to individuals’ personal data
2. collect and process only personal data that is necessary for the business purpose indicated to
the individual
3. get explicit consent from individuals before collecting, using, or sharing their personal data
4. provide individuals with clear and concise information about their rights under GDPR
Individuals’ rights with respect to their personal data include the right to access their personal data, the
right to have their personal data erased, and the right to object to or restrict the processing or sharing of
their personal data.
GDPR Concepts All Business Leaders Should Know
If you are company is in the early stages of collecting, managing, or processing personal data, you have an
opportunity to get GDPR compliant from the start. But there are several key GDPR concepts and terms
with which business leaders must become familiar to build that success.
The most important GDPR term of all is "personal data Under GDPR, personal data is any information
that can be used to identify an individual. GDPR applies to any type of personal data, including:
● Regular personal data (e.g., name, address, or email address); and
● Sensitive personal data (e.g., information about an individual’s health, race, ethnicity, or
religious beliefs).
GDPR also defines all parties involved in the origins and use of individuals’ personal data. Here are the
entities as they are identified and described in the language of GDPR:
● Data subject: a person; an individual who is the subject of personal data.
● Data controller: a person or organization that controls the collection, use, and storage of
personal data. The data controller “determines the purposes for which and the means by which
personal data is processed,” according to the European Commission.
For example, a company may collect personal data in a GDPR-compliant manner that permits
them to share it with an advertiser. The advertiser may contact data subjects who had agreed to
the controller’s terms.
● Data Processor: A person or organization that processes personal data on behalf of the
controller. If your company seeks to process personal data for business purposes, the controller
is the entity with whom you work to access that data. (In other cases, the controller and the
processor may be the same entity.)
For example, the marketers or advertisers in the previous example are data processors. They are
using the data for business purposes that were explained to, and agreed upon by, data subjects
at the point of data acquisition.
3 Common Pitfalls on the Road to GDPR Compliance
In addition to understanding key terms, there are several GDPR myths floating around that companies
should understand before they embark on their GDPR compliance journey. These GDPR myths could trip
up your company and cause it to fall into non-compliance, with real financial consequences.
Common misconceptions about GDPR compliance include:
1. FALSE: GDPR only applies to EU companies. GDPR applies to any company that controls or
processes personal data of EU persons; but also, the personal data of any person physically
within the European Economic Area (EEA). That means a U.S. company cannot process the data
of a U.S. citizen who travels or resides in the EEA without permission—a possibility that may be
difficult to prove or disprove for business purposes.
2. FALSE: Achieving GDPR compliance is too expensive for growing companies. Growing
companies can apply permissions language strategically to achieve GDPR compliance without
hefty investments in consulting, technologies, or other services. They may only need help if they
scale their businesses and GDPR compliance becomes more complex. Ultimately, taking steps to
become GDPR compliant can save a company money over time by preventing data breaches and
protecting a company’s reputation.
3. FALSE: Achieving GDPR compliance is too complicated for growing companies. GDPR is a
complex regulation overall, but compliance does not have to be complicated for companies on a
case-by-case basis. What’s more, taking steps to become GDPR compliant now can simplify data
management processes in the long term, and even build a better reputation with customers.
5 Ways to Make GDPR Compliance Simple for Your Growing Business
If your company is looking to become GDPR compliant, the first step is to educate yourself and your
team about GDPR and what it means for your business. Indeed, there are aspects of GDPR that may be
of less concern than others, depending on what your business does. Once you have a good
understanding of GDPR, you can start taking steps to become GDPR compliant.
Here are five tips to help you get started:
1. Appoint a GDPR compliance or “data protection” officer: Give a trusted leader in your company
the authority to shape how data is collected, managed, stored, processed, or shared. This
person will be responsible for overseeing GDPR compliance as your company grows as well.
2. Conduct a data audit: With the help of your data protection officer, conduct an audit of the
personal data your organization collects, manages, stores, processes, or shares personal data.
This will show you what personal data you have, where it came from, and how it’s being used.
3. Create GDPR policies and procedures: Develop policies and procedures employees can easily
understand to ensure that personal data is handled correctly in every corner of your
organization. Create specialized guidelines if needed for your more data-oriented roles.
4. Train employees now to facilitate a culture of compliance: Apply these trainings to both
existing employees and new hires, and schedule refresher courses to keep employees up to
date. This ensures employees use GDPR daily and remain aware of new GDPR developments.
5. Get your company GDPR certified: GDPR certification is not required, but it can help
demonstrate to regulators and customers that your organization is committed to GDPR
compliance.
The Truth: GDPR Can Contribute to Your Company’s Success
It is common for leaders of growing companies to get nervous about GDPR. But GDPR presents real
opportunities for companies, especially those who want to engage potential customers in more
meaningful and positive ways.
For example, GDPR provides an opportunity for companies to build trust with potential customers by
being more transparent about the data they collect and how it is used. GDPR also gives companies the
chance to show that they value their customers privacy and are willing to take steps to protect it. In this
way, GDPR can become a foundation for building long-term relationships with customers.
Partner with Uvation as You Build Opportunities with GDPR
The GDPR experts at Uvation help growing and enterprise companies worldwide build a foundation for
long-term compliance and success. Contact one of our GDPR experts for a free consultation today.
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Discover how your consumer-facing company can create a modern CX strategy based on evolving consumer expectations.
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•Consumer Goods
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