‘2016 Privacy Lessons Learned And Looking Ahead To 2017’ – Forrester Blogs
Heidi Shey says, “Each year at the end of summer, several members of Forrester’s Security & Risk research team look back at publicly reported breach events and data privacy violations of the previous 12 months to spot trends and identify cases to feature where we feel there are lessons learned for S&R pros. In 2016, this was a joint effort alongside my colleague Fatemeh Khatibloo from Forrester’s Customer Insights research team. Leading up to Data Privacy Day, I’d like to share some lessons learned from one of the five key trends we saw in our 2016 analysis.
The intersection of privacy and customer experience reminds us of the importance of collecting and managing consent, whether that involves collecting data to personalize an experience or marketing or another initiative we aim to pursue. We saw notable examples (Verizon Wireless! InMobi!) of how FCC and FTC actions in 2015 and 2016 converged on issues of consumer privacy and consent. In both cases, firms used tracking information to deliver targeted ads.
Lessons learned:
- Develop core capabilities for privacy oversight and accountability. Designating an individual in compliance or legal to decide what you can do with customer data based on regulatory requirements is insufficient”.
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