Data Protection Leads to a Better Customer Experience
Each company faces unique challenges, but there are some industry-wide obstacles that every communication service provider (CSP) faces. Take the handling of data, for example. As the adoption of 5G, IoT and digital services becomes more commonplace, CSPs will find themselves with a staggering amount of data to handle. As more customer data flows through their mediation solutions, CSPs must ensure that the data remains secure at all points in the data cycle.
The vast majority of individuals are not confident that companies adequately protect their digital data. As a result, there has been a call to action for businesses to conduct more comprehensive audits of their customers’ data. Modern data protection regulations, such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA), have placed the onus on CSPs to prove compliance.
Often, CSPs’ legacy systems have been in place far longer than these new regulations, putting them at risk when they fail to meet the new security standards. To protect themselves and their customers, CSPs need to bolster their security efforts when it comes to usage data processing. The right digital mediation solution includes the option to encrypt data at different levels, such as application-level and field-level, which gives providers flexibility in their approach to security.
A vigilant approach to protecting customer data will also help improve relationships with customers. CSPs can boost engagement and loyalty through the use of digital mediation by implementing automated journey discovery where every interaction and touchpoint is captured. This information can be used to enrich and personalize a customer’s experience, while also unveiling unique opportunities for new offerings based on the user’s usage and behavior.
As 5G and IoT provide more data for CSPs to process, security will become synonymous with success. A secure digital mediation solution can also lead to a better customer experience and reveal new opportunities. To learn more, download our eBook on the three key digital mediation challenges—and how to solve them.