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GDPR with CIAM: THE devil is in the details

The EU General Data Protection Regulation (GDPR) has been in effect since May 25, 2018, It fundamentally changes the requirements for the processing of personal data and gives EU citizens significantly more control over their personal data – no matter where and how it is processed. Organizations around the world must respect certain guidelines on how to deal with the personal data of EU citizens. Anyone who does not fulfils their obligations risks a fine of up to four percent of the annual turnover achieved worldwide or 20 million euros. With that being said, still many the technical requirements of the EU General Data Protection Regulation seem difficult for companies to implement. An overview of what they are and how Customer Identity & Access Management (Customer-IAM or CIAM) paves the way to compliance.

GDPR with CIAM: THE devil is in the details

The articles of the Basic Regulation essentially define how data is collected, stored, accessed, modified, transported, secured and deleted. So, in the age of digital change, companies must find the right balance between compliance with the legal requirements on the one hand and effective customer care on the other.

 

Not only they must give data subjects extended opportunities to have a say in what happens to their personal data. But also, the person responsible requires documented consent from the data subject for the collection, storage and use of the data. Thus, all personal data must be secured using appropriate technical and organisational measures, depending on the probability of occurrence and the severity of the risk. Here below are few main issues that companies are faced with on the road to compliance:

 

  • Insufficient consent of the data subjects: The previously required basic level of consent to data use, including the opt-out procedure, is no longer sufficient under the provisions of the GDPR.
  • Data silos: Personal data is often stored across multiple systems – for example for analysis, order management or CRM. This complicates compliance with GDPR requirements such as data access and portability.
  • Lack of data governance: Data access processes must be enforced app by app via centralized data access policies. These policies are designed to give equal weight to consent, privacy preferences, and business needs.
  • Poor application security: Customer personal data that is fragmented and unsecured at the data layer is vulnerable to data breaches.
  • Limited self-service access: Customers must be able to manage their profiles and preferences themselves – across all channels and devices.

 

A robust Customer Identity & Access Management (Customer IAM or CIAM) solution are able to solve many of these seemingly insurmountable problems in no time.bThese solutions are able to synchronizes and consolidates data silos with tools such as real-time or scheduled bi-directional synchronization, the ability to map data schemas, support for multiple connection methods/protocols, and built-in redundancy, failover and load balancing.

 

CIAM solutions also facilitates the collection of consent across multiple channels and allows searching for specific attributes. Along with enabling mandatory enforcement of consent collection based on geographic, business, industry or other policies, they also offer the customer the opportunity to revoke their consent at any time. CIAM solutions give customers the ability to view, edit, and assert their preferences across channels and devices through pre-built user interfaces and APIs.

Most of the time these solutions include numerous centralized data-level security features, including data encryption in every state (at rest, in motion, and in use), access to recording restrictions, tamper-proof logging, active and passive alerts, integration with third-party monitoring tools, and more more.

 

In this way, a suitable CIAM solution helps to put many technical requirements of the GDPR into practice. And it even goes beyond the requirements of the basic regulation to create safe, convenient and personalized customer experiences – the basis for trust and loyalty.

 

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Règles pour les entreprises et les organisations

 

From RPA to Intelligent Automation

RPA Intelligent Automation

 

RPA – Robotic Process Automation is changing the way companies operate around the world. The global RPA market was worth $271 million in 2016, and in 2020 that number hit $2.5 billion, an enormous increase by any metric. By mimicking structured, repetitive, and rule-based processes and tasks that are carried out by employees, this innovative technology shows its strengths. This ability can be used in many business processes in various sectors. Along with the increasing spread of RPA, the integration of artificial intelligence (AI) into the corresponding RPA software offerings is also increasing. More and more processes can be automated and transformed. Intelligent automation promises more insights, financial benefits, customer experiences, and higher business value.

 

The two types of process automation: fully automated and partially automated

 

In robot-based process automation, a distinction is made between partially automated solutions on the one hand and fully automated solutions on the other. In general, the idea behind RPA is that the robots work through the processes independently so that there is as little human interaction as necessary.

 

  • Fully automated processes (unattended automation)

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With fully automated processes, the robot works completely independently without the need for human intervention or, depending on the scenario or context, only necessary in exceptional cases. The software robot carries out transaction-based activities and processes on a large scale fully automatically without human interaction, even if the employee is logged off from the system. This type of automation is often used for back-office systems when it comes to collecting, sorting, analyzing, and distributing large amounts of data to specific employees within an organization.

 

  • Partly automated processes (unattended automation)

With partial automation, the focus is on bot/human interaction in processes. In partially automated processes, the robot reacts like a digital assistant to the employee by taking on certain homogeneous tasks. His work is triggered by certain events, actions, or commands that an employee executes in a certain workflow. While full automation concentrates on independent processing with little human intervention, the idea behind partial automation is a cooperation with the employee, in which human actions are supported by smaller automated processes.

 

 

Intelligent automation for competitive business results

 

Leading RPA software providers are continuously working to make their solutions smarter. While conventional RPA technologies often require rule-based processes and therefore do not need to make decisions based on their own judgment, intelligent automation, a combination of AI and RPA, opens up completely new possibilities: Virtual robots or bots monitor transaction processing, take notes if necessary, draw conclusions and make predictions. You can even refine the process execution approach based on insights.

 

Many RPA vendors have invested heavily in developing native solutions in their workflow design modules for bots, and have partnered with other leading technology companies. In this way, they can offer numerous innovative functions for processes that can be automated using RPA – while increasing the potential for added value at the same time. For example, some existing manual processes require reading an email or a poorly scanned PDF document and performing certain actions based on the content – or inserting extracted data into a data visualization tool and predictive or prescriptive analysis. In such cases, the use of natural language processing, computer vision, intelligent optical character recognition, or even data analysis and visualization tools may be necessary. All of this is available through the leading intelligent RPA tools. Another application example: Intelligent automation detects anomalies by virtual robots reviewing large data sets of payments, invoices, medical records, or customer feedback and identifying outliers, patterns, or topics that ultimately influence decision-making.

 

Many executives are well aware of the benefits of intelligent automation and how it can be integrated into their business transformation. These intelligent systems can detect and produce vast amount of information and can automate entire processes or workflows while self-learning and adapting. Companies that are looking to implement an RPA program should think ahead and choose an RPA platform that offers cognitive capabilities, reusable elements, and comprehensive libraries that are compatible with multiple applications.

While some companies struggled with their investments in the past year, the COVID-19 pandemic has further increased the demand for strong RPA resources as part of the digitization of processes.
Companies moving from traditional RPA to intelligent automation implementations have normalized the optimization and standardization of processes and strengthened the collaboration between IT and business. Instead of concentrating on the automation of various routine tasks, an intelligent solution enables the use of bots for end-to-end business processes and the identification of automation candidates through task or process mining. In doing so, the appropriate solutions are able to understand the data read and improve their own performance over time.

 

RPA can accelerate digital transformation. However, the real future lies in intelligent automation. As RPA providers expand their native AI offerings and the integration of technology partnerships progresses, digital team members will be able to execute increasingly complex processes – which further increases the value of intelligent automation. Therefore, companies need to review all their options before implementing the right technology that can improve their overall operational efficiency and take their business performances to the next level.

 

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Digital Commerce: Redefining Business Models for the Future

Online shopping (of goods or services) has become a common practice among many people around the world due to factors such as range, ease, speed, and convenience. In fact, about 2.14 billion people worldwide are expected to buy goods and services online, up from 1.46 billion global digital buyers in 2014. A new report “The Future Shopper Report 2020” from Wunderman Thompson Commerce (WTC), details 48% of more than 14,000 online shoppers surveyed start their purchase journeys on search engines. Shoppers are especially turning to marketplaces to compare prices and eventually buy products of their convenience from one place, as more than 6 in 10 (63%) consumers in key e-commerce markets start their online shopping searches on Amazon.

 

When we think of a marketplace, the major e-commerce platforms such as Amazon, Walmart, eBay, Alibaba immediately come to mind. Each of them has its own unique requirements, product categories, affiliate programs, listing fees, and audiences. In this digital world, it’s more complex than ever to choose the right channels to drive discovery, exploration, and post-purchase engagement. Businesses have the challenge to survive in a world in which their customers have access to more information, across more channels, and have more control in their relationships with brands than ever before. A strategy to expand one’s own business model into the online world in order to maintain and expand the customer base comes along with challenges that cannot be neglected.

 

online shoppers search journey

 

Offering the product range online is almost a must for retailers today – whether in the B2B or B2C sector. A digital shop is becoming more and more of a requirement. Customers expect simple and efficient processes and free fast delivery of goods and services. Since the implementation of an e-commerce platform usually requires a high investment, along with complex requirements for hardware and software some companies shy away from the step into digitization. But the last few months in particular have shown how important it is to adapt flexibly to circumstances. Business must understand the secret to maintaining a thriving business is recognizing when it needs a fundamental change.

Customer expectations have been steadily rising over the past two decades in line with the growth of online retailing. Because it is to be expected that demand from e-commerce will increase in coming years, many, especially smaller providers, are instead taking a different route and offering their products on online marketplaces as they are one of the fastest ways to scale globally. They can benefit from the advantages such as an existing shop system and a broad customer base of buyers. Moreover, specialized online retailers and digital marketplaces are emerging in more and more industries and are discovering the procurement business.

 

Here below are some interesting industry insights from the WTC Future Shopper report focusing on the digital buying behaviors, with the aim of helping organizations and ensure that they are ready for the consumer and the channels of the future:

  • 65% of consumers expect to use digital shopping channels more in the future
  • 34% of shoppers would prefer their online purchases to be digital and instantly downloadable
  • 19% of online shoppers favor social media for inspiration
  • 71% of online shoppers said they wish retailers and brands offered better environmental practices, such as less packaging
  • 5 is the number of times consumers order from Amazon each month, on average
  • 54% identify “free delivery” as an important reason for going direct to branded sites
  • 28% of products bought online are now digital products
  • 52% of online shoppers get their inspiration from Amazon
  • 63% of online consumers start their online searches for products with Amazon
  • 75% of digital consumers with more brands and retailers offered the same level of services as Amazon
  • 52% wish brands would be more innovative in how they use digital technology to improve their experience

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When companies opt for a multichannel strategy, they are faced with new challenges. While they know their customers with a single sales channel and know how to address them, generate sales, and process the purchase, with multiple channels they need a central solution. One of the biggest challenges for SMEs is to actually implement the necessary processes. The main pain points are on the one hand the infrastructure and on the other hand the logistics. Here, service providers for e-commerce logistics fulfillment can be an opportunity to master the expansion course and the expansion of the target group without major hurdles. In addition to storage, they also take care of the shipping, invoicing, service, as well as collection and complaint processing and, are therefore an important building block for the growth of retailers and for internationalization. After all, the key to a positive customer experience lies in professional support and excellent service.

 

Sources:

Wunderman Thompson Commerce : FUTURE SHOPPER REPORT 2020

RPA – Robotic Process Automation Benefits in Digital Landscape

Robotic Process Automation Benefits in Digital Landscape

 

Any business who is new to the digital landscape can faceevery day a new way to do business on the digital road. And they can easily get surprise to learn the quantity of time they were wasting by doing their business in anold-fashioned way=manually. Stepping out for a digital environmentadaption will certainly change the way how people used to work.

 

How? Roboticprocess automation (RPA)is made for automation of manual and low-value repetitive tasks, such as,dataentry (order, invoice, etc), looking up information in databases, typing in updates,preparea template, run and download reports, readand reply email, send mails to follow up with customers, etc. And with every manual process, chance of human error is present.

 

Simply put, RPA is used to automate repetitive, rule-based digital tasksbyinteracting withcomputer software and applications and information sources in a betterwaythanhumans do now.With the advances of digital technologies, use of RPA is getting more and more powerful because not only they can handle complex Business Process Management (BPM) activities but they are being use for decision making.

 

RPA can provide many benefits to organizations, few of them are listed below:

 

  • RPA can help in reducing manpower costs of any organizations. As the work is automates and done faster round the clock, companies don’t need to hire a 24/7 working staff. In addition to that, RPA promises to deliver better work than human workforce.

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  • Helps to control and minimize the risk of errors. As RPAs can replace humans in doing repetitive tasks, plus companies can assign humanstasksthat are worthy of their time, skills and experience to the projects that drive innovation and growth.

 

  • Reduce paper waste as it’s one of the biggest threats to the environment. So, in the digital world, RPA can communicate via digital mediums and save and store data in multiple forms in different storage (cloud or in-premises) without any use of paper.

 

  • RPAs are known to do more in less time and are flexible to adapt to any last-minute change in process.

 

  • Organizations can remote work from distance as all RPA software benefit from the centralized management platform. It offers a better business management along with high levels of security.

 

  • Improves customer experience by following up queries without any delay by using its automation capabilities.

 

 

RPA is, without anydoubt, a creative solution to handleissues oftraditional work environments. If properly implemented, businesses can 100%benefit from it and recover their ROI in no time. Also, withthe increasing adoption of RPA in businesses and enterprises, the demand for RPA professionals is increasing. Therefore, companies in future will be successful in they combine human and machines to drivethe best value of their businesses.

 

Sources:

22 Benefits of Robotic Process Automation (RPA)

TOP-5 BENEFITS OF ROBOTICS PROCESS AUTOMATION (RPA) ADOPTION FOR YOUR COMPANY

Business Benefits of Robotic Process Automation

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