PodChats for FutureCIO: Building a sustainable customer engagement strategy

Not since the introduction of GDPR or the General Data Protection Regulation have we seen a resurgence in discussion around the protection of personal privacy in light of the growing calls against indiscriminate use and possible abuse of customer data.But just how do you deliver or tailor a solution to a customer without violating the rights of the customer to his or her privacy? At the same time, how do you create a marketing program that adheres to privacy regulations but is sufficiently economical for the business to create a sustained campaign?David Black, founder and CEO of Blackbox Research, shares his thoughts on the economics of building a sustainable customer engagement strategy that adheres to the rights to privacy and the protection of a customer’s data.1.     Please describe privacy in the context of information security, data protection and the private sphere. How are these connected (if at all)?2.     Are businesses and regulators in Asia aligned in the interpretation of the boundaries of customer privacy? Are there any differences in Asia as it relates to the protection of customer privacy?3.     What are the challenges that businesses must overcome to achieve a balance between privacy and innovation?4.     What stood out in the recent Blackbox research?5.     Observers say that COVID-19 accelerated (is accelerating) digital-led innovation. How should enterprises push the boundaries of customer engagement and innovation without overstepping evolving regulations that protect privacy?6.     What is your advice to businesses pursuing the need to engage while observing privacy expectations?