What the future looks like as GDPR’s one-year anniversary approaches ZDNet’s Danny Palmer sits down with TechRepublic’s Karen Roby to break down exactly what GDPR is, what it does, and what the future looks like as its one-year anniversary approaches. Read more: https://zd.net/2X08kC1 See also 10 dangerous app vulnerabilities to watch out for (free PDF) Many organizations, particularly in North America, think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them. On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. In a session about contact center trends, I mentioned GDPR — only to be greeted with blank stares and “What’s that?” from the room. On the day of implementation! GDPR doesn’t just affect European companies. It has a global reach, and momentum for similar consumer privacy regulations is growing in the US, as well. We conducted interviews with GDPR experts, privacy consultants, and technology vendors to understand what customer service organizations need to know about the GDPR and GDPR-like regulations that are coming down the pipe. In Forrester’s report and webinar, we identify three aspects of compliance for customer service organizations to focus on: Consent management. If you’re using consent as your legal basis for processing data, there are three aspects you’ll need to focus on in the contact center. Identify and map the context of the consent you obtain, capture a record of the initial consent, and then document… [Read full story]
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