How should privacy and PII be handled in CX data usage?

• A. Data minimization, consent management, access controls, encryption, and adherence to PIPEDA and regulations.
• B. Store all data indefinitely for analytics.
• C. Share PII with third parties without consent.
• D. Disable encryption to speed up processing.

Answer: (A)

Protecting privacy in CX data usage starts with collecting only what’s necessary (data minimization), ensuring customers understand and agree to how their information will be used (consent management), restricting who can view or modify data (access controls), protecting data in transit and at rest (encryption), and following applicable laws like PIPEDA for the lawful collection, use, disclosure, and retention of PII. This approach minimizes risk, builds customer trust, and still enables legitimate analytics within permitted boundaries. Storing data indefinitely, sharing PII without consent, or disabling encryption would increase risk and violate privacy principles and regulatory requirements.