I am learning to play guitar. However, I am not playing guitar for people. So, except for my good lady wife, no one gets to hear my latest Pink Floyd cover. That’s because we do some things in private that we don’t want other people to see. 

However, when it comes to privacy, we have very little of it these days. Someone is watching every move we make online, in our conversations near AI, and even from the patterns of our robot vacuums. The more you know, the creepier it is, from a personal perspective. So, if you collect data about your customers that they assume is private, there will likely be poor implications for your Customer Experience. 

We discussed privacy, or rather our lack of it, on a recent podcast. Many of you might know that I am a proponent of using the data you have on customers. We often encourage organizations to use the information they have collected about customers to profile their preferences and anticipate their needs using Customer Science. In short, we think profiling customers based on their data is excellent from a business perspective. 

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