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Security vulnerabilities, not aberrations, need their own customer journeys

If you thought that a customer data theft was a marketing nightmare before the new General Regulation on Data Protection (GDPR), it's time to wake up.

According to GDPR regulations for companies that process EU citizens' personal data, companies must identify the breach, find out what people have been affected and inform them – all within 72 hours.

But these three days seem likely to be a luxurious vacation for banks in India, according to Ted Bardusch, head of information security at the Usermind Customer Engagement Center.

Two years ago, the Reserve Bank of India decreed that any bank victim of a breach of security should report it within a maximum of six hours.

Whatever the actual number of hours in your jurisdiction, the trend is clear. The period during which companies must respond publicly to a security breach is becoming shorter and shorter.

In addition to better security measures, Bardusch suggests that brands extend their customers' travel beyond their loyalty or brand promotion zone and take steps to manage customer interactions. Obviously, the bigger the planning of a brand, the faster it can react.

[Read the full article on MarTech Today.]


About the author

Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a senior writer for VentureBeat, and he has written on these topics and other technologies for publications such as CMSWire and NewsFactor. He founded and directed the website / unit at PBS Thirteen / WNET; worked as a senior online producer / screenwriter for Viacom; created a successful interactive game, PLAY IT BY EAR: the first CD game; founded and directed an independent cinema showcase, CENTER SCREEN, based at Harvard and M.I.T .; and served more than five years as a consultant to the M.I.T. Media Lab. You can find it on LinkedIn, and on Twitter at xBarryLevine.

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