So how can you reach the right balance between great customer experience and secure customer data? Thankfully, as personal recognition technologies evolve, we can stop sacrificing security for great customer experience and vice versa. Paradoxically, what is most descriptive of who we are can provide the strongest security.
Your fingerprint, for example, is uniquely yours, as is your voice. And you can’t forget them. Biometric technology is now maturing to a level where people are their own security. Airlines, for example, have been using facial recognition for several years. But can you imagine boarding an airplane using your masked face as a boarding pass? Stop imagining—travelers may soon be able to go through airport security with facial recognition without removing their face masks.
But customers need to understand the benefits of a personalized experience while trusting the business to handle its customer data properly. To help customers along the journey, be transparent with your customer data policy and spell out the specific benefits to them for sharing personal information. Reward customers with targeted offers and discounts aligned with their past spending behavior.
Customers are likely to be more cooperative and less defensive when they understand that if they share their personal customer data, it benefits them. When that happens, those “moments that matter” translate into a great customer experience. By letting people lead their journey, their customer privacy concerns about sharing customer data can be greatly reduced, and the result is a win-win for both you and your customer.
Learn more about how Verizon can help your organization deliver a great customer experience while building confidence and trust around customer data and customer privacy concerns.