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Building a Customer-Centric Culture by MIT Sloan Management Review

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The Coming Consumer Data Wars

New European data protection regulations will change more than most companies expect.

When companies come looking for permission to use their European customers’ data after the General Data Protection Regulation (GDPR) takes effect on May 25, 2018, the answer may well be “no.” In a recent OliverWyman survey of 1,500 British consumers, our company discovered that as many as half said they were already leaning toward reclaiming their information.

That gives companies less than 12 months to figure out what it will take to get customers to say “yes” — as well as to figure out procedures and safeguards to assist consumers with accessing, editing, exporting, and deleting any or all of ...

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