Frictionless Omnichannel Customer Journies

Moments of Truth

Source: Deloitte

Security & Privacy are Critical

Customer Service Evolution

Customer Service Suite

Source: Saleforce Desk

Ofgem CSAT Analysis

Source: Ovum

Gartner's Shifting Customer Service Channels

InfoSec 3x3

1. Discerning Customers

2. CIO Audit

3. GDPR

Consumer Concerns About IoT

CIO Audit => National Security

Reputation

Intrusion
Detection

Authentication

Integrity

Non-Repudiation

Secrecy

Anonymity

Fault Node

Detection

Access Control

GDPR => Consumer Privacy

3rd Party

Information

Governance

Privacy By

Design/Default

Breach

Notifications

Unambiguous

Consent

Data Protection Officer

Benefits of GDPR

• Customers: Builds Trust
• Investors: Reduces Corporate Risk
• Managers: Gives Peace of Mind
• Operatives: Gets Us Organised

GDPR Issues in Energy

• Metering & Billing

• Smart Grid

• Electric Vehicles (EV)

GDPR Myths Busted

• GDPR applies to both data controllers & processors.
• There isn't loads of time to get compliant.
• GDPR applies to all businesses including SMEs.
• A robust firewall & encryption is not enough.
• The ICO is sharpening its teeth.

GDPR Preperation Checklist 

• Create Awareness

• Document how personal data is handled & communicate Privacy Information

• Provide for Individual's Rights & Prepare for Subject Access Requests

• Clarify the Legal Basis for processing

• Ensure Consent & Age Verification processes are compliant

• Data Breaches

• Data Protection by Design

• Data Privacy Impact Assessments (DPIAs)

• Data Protection Officiers

Recommended GDPR Viewing

Sources: Institute of Chartered Accountants in England and Wales & Information Comissioner's Office