The only way to approach customer data is to look at the entire flow
of that data.
Your data strategy isn’t just about meeting compliance and regulation.
It allows you to innovate, move faster, and deliver trusted customer experiences, without increasing
risk.
Get to know the customer behind the data
Learn how information flows from your customers to your business – and what customers expect
from that transaction – and you’ll glean valuable insight into their true needs and
expectations.
Customer research
Form holistic user understanding through combined qualitative and quantitative research
Map user journeys through complex services and technical architectures
Data collection
Understand the origins of data-driven behaviors, trends, and analytics
Mitigate blind spots and bias in data practices
Consent management
Establish consent-gathering processes and trusted user controls
Engender trust: when and how will users volunteer data?
Build controls and processes to better manage customer data
A successful company enables innovation, ensuring that data is being made available quickly,
efficiently, appropriately, and with the greatest degree of quality and integrity over time.
Privacy/security controls & automation
Embed regulatory and privacy practices into software development and retention lifecycles
Identify, manage, and audit privacy and security issues with automated tooling
Design privacy policies that align to your values
Data stewardship
Data management architecture
Governance and metadata management
Ensure anonymization practices are secure
Synthesize quant + qual data into strategic value
Training
Develop sustained privacy and security excellence through team training and empowerment
Run independent third party tests against your data anonymization practices to ensure they are secure.
Use an independent third party to simulate a real-life re-identification attack to understand new
threats and the risks they introduce.
Analyze de-identified and anonymized data against possible attacks to develop best practices and
accommodate regulatory requirements to manage risk
Use results from an independent third party assessment of attack risks to balance against data
utility, potential use cases.
Deliver trusted user experiences
Users aren’t mere data owners; they should be empowered partners. Respectful, well-considered
communication and design is essential to customer engagement and mutual benefit.
Superior experiences, fueled by data
Develop UI/UX improvements and new product offerings powered by consumer feedback
Collaboratively influence customer behaviors via compelling data and trusted relationships
Customer confidence and assurance
Give customers control with empathetic privacy and security communication
Use the power of visual and interaction design to make users your data partners, not mere
owners
Data stewardship by design
Instill data stewardship as a repeatable, scalable practice through robust design systems
