- Forrester Councils
- Councils Overview
- log in
Posted by Dan Bieler on February 10, 2014
By Enza Iannopollo and Dan Bieler
The recent Computers, Privacy & Data Protection Conference (CPDP) showcased a series of innovative projects that are based on big data. Big data is one of the four imperatives that shape the age of the customer — one of Forrester’s main focus areas — and the changing regulatory framework of data protection in Europe has big implications for big data initiatives.
Central to data protection is the existing EU Data Protection Directive, which legislators have been trying to update for years to reflect the changing online realities. The proposed Data Protection Regulation focuses on a redefinition of the concept of “consent.” User consent now has to be freely given, specific, informed, and explicit.
This new definition forces businesses to be more transparent about how they gather, use, disclose, and manage customer data in the form of the principles of privacy notice and purpose limitation. Complying with these new privacy principles is a challenge in the age of the customer, as privacy regulation affects:
Big data is about the volume, the velocity, and type of data. But speakers at CPDP also made it explicit that big data initiatives ignore privacy at their own risk. Managing principles like explicit consent, privacy notice, and purpose limitation are business-critical in the age of the customer. The fact that regulators often lag behind the pace of technology and that the legal tools to protect customers effectively are lacking do not provide peace of mind. The attention paid to privacy issues will keep on rising. The leading customer-obsessed enterprises take action to make their own customers feel safe.
Customer-obsessed enterprises don’t think about privacy as a legal requirement. They think of privacy as an element of competitive advantage. Hence, we believe that chief risk and security officers, CIOs, and business leaders will join forces to address privacy in a more holistic manner.
Forrester clients can learn more about the age of the customer and its implications for technology management by reading these two reports: Competitive Strategy In The Age Of The Customer and Technology Management In The Age Of The Customer. Watch out for a steady stream of research on this topic throughout 2014.
Save Money On Your Next Software Negotiation
Work with our software negotiation experts to save 10–20% on your next contract »
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »