When downloading an app, ever wonder about its privacy policy? What does access to your GPS, contacts, and photo gallery have to do with the app at all?
I wonder every time, but then I click ’approve’, as I just can’t be bothered to read that privacy statement. I get on with the download, then forget about it. Still, in the back of my mind, a nagging concern lingers, and this data intrusion bothers me.
It’s easy to feel that this vast access of our personal data is a monster too big to tame—it’s already out of our control, and there’s no stopping it. However, the question must be asked: Is there something that can be done to minimize personal data access, protect consumer privacy, and put us back in control?
With new legislation on the rise, and growing awareness of data privacy issues, we are in fact reaching a tipping point in how personal data is managed and controlled. There are a few trends that are important to recognize as catalysts for this change.
The ‘Internet of Me’
Individuals are trying to shift the paradigm away from corporate control, pushing for more control over their personal data. Increasingly, we want to understand what is being done with our data, who controls it, who saves it, and how long they’re saving it for. More and more, users are thinking twice before approving privacy policies.
Catchphrases representing this trend include ‘digital human rights’, ‘the internet of me’, and be the ‘CEO of your data’. Younger generations (Y and Z) are the ones taking the lead in this new data privacy approach, and organizations that represent this movement are springing up. MyData, for example, is a global, nonprofit organization that works to empower individuals to take control over their personal data.
Privacy First
As consumer awareness grows, so does the impact of privacy rights on consumer behavior. Consumers care what steps companies are taking to keep their data private and secure, and to what degree they can control their own data. And they are willing to take action. In fact, recent studies show that above 80% of companies experience slowdown in sales due to privacy concerns of their clients, and consumers are even willing to change providers based on those concerns. With businesses clearly feeling the effect of this trend, privacy is becoming a central customer satisfaction KPI.
COVID-19 and Data Privacy
The global COVID-19 pandemic has quickly ushered us into an even more virtual way of living, working, learning, and socializing, as workplaces close, schools are shuttered, and many essential services are now accessed primarily online. It may appear as though there is a certain level of relaxation in the enforcement of data privacy policies, due to the more pressing matters governments are dealing with. However, as we become more technologically reliant and our data more exposed, awareness of the importance of data privacy is growing, and so too is our resistance to allow for the uncontrolled use of personal data, even during emergency times, and the need for transparency seems more relevant than ever.
Data Privacy Legislation
In 2018 the European Union put into effect the General Data Protection Regulation (GDPR), aimed at protecting data privacy. GDPR is only the beginning of privacy legislation and sets the tone for other countries. Indeed, we are witnessing new privacy legislation worldwide, from Brazil’s LGPD, CCPA in California, and PDPB in India. In the US, several states are considering following California’s lead and passing their own data protection laws. Other countries, such as Canada, Australia, Chile, South Korea, Japan, Nigeria, Kenya, and Indonesia are also in the process of adopting similar privacy regulations.
The Future of Data
There are other initiatives on the rise that show that the demand for personal data privacy control seems to be here to stay. The EU commission, for example, describes a broad European strategy for data for the next few years, in order to enable the EU to become an attractive, secure and dynamic data-agile economy. This strategy aims to normalize how data is managed, pushing for data control in a centralized manner, while at the same time regulating privacy in a way that still allows entities to share and benefit from data. The idea is to allow for data sharing for purposes such as medicine, advances in technology, and for environmental uses, but in such a way that does not breach personal privacy. Valuable nonpersonal data would become available for the benefit of all, while individuals would be confident that their personal data is secure. Such assurances might increase our willingness to share data, for the sake of improving our lives.
Another example of the way data can be managed in the near future is the ‘data free flow with trust’ initiative, a major international effort to regulate data flows between countries in a way that does not violate or contradict national regulations.
Summing Things Up
Though it may seem everything in our familiar way of living is on hold, it’s vital to recognize a global increase in data privacy legislation and a growing awareness of its importance. This issue is especially relevant now, as the COVID-19 pandemic has shifted much of our daily routine to remote technological platforms, increasing the amount of personal data we allow to be accessible. When it comes to our contact centers customers, the ‘new normal’ has only increased their traffic, and with it, their responsibility for ensuring data privacy compliance.
It’s clear that in the next few years, data privacy needs to become a way of living. In order to support this shift, compliance by design is a must, and needs to be at the very heart of every organization that collects and processes data.
Recognizing these trends, today, NICE offers the most comprehensive solution for contact center privacy compliance — the NICE Compliance Center. Including a dedicated data privacy package, Compliance Center enables easy compliance adherence with automated processes and DIY policy management. It is already in use by our leading customers, and demand is growing.
I invite you to read more or book a demo. Just click here and our team will be happy to show you how simple contact center compliance adherence can be.