Customer Interaction

Privacy Compliance and Customer Experience

July 12, 2011
Mercator Research
Increasing public scrutiny and growing regulatory pressures suggest no rest for those charged with privacy-related compliance. Financial institutions are struggling to keep customer data secure, with mixed results. The much-touted trust relationship between banks and their customers is beginning to fray, and in the context of privacy, the customer experience is deteriorating. Privacy is part of the customer experience and should be managed just like ease-of-use and other experience metrics.

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