In this blog post, Pierre Vanderfeesten, Product Marketer at iWelcome, elaborates on the rising need for consent lifecycle management capabilities on top of an organisation’s running Consumer Identity & Access Management (CIAM) solution.
One of the most frequently asked questions we receive is how organisations should cope with GDPR-specific elements as “freely given, specific, well-informed and unambiguous consent” and “data retention policies”, either with or without their existing Consumer Identity & Access Management (CIAM) solution (either home-grown or off the shelf).
Customer journey-wise, most organisations tend to focus on two aspects: offer ease of use and create trust. To facilitate consent and retention features, they need to redesign their journeys and incorporate opportunities for consumers to actively enter into conversation with their organisation, also known as ‘dialogue design’. In my opinion, the winners here will be those creating an experience that resemble the in-store experience.
To facilitate these customer journey demands, it is first and foremost important to run a proper CIAM solution. This allows organisations to manage consumer data in such a way that it is gathered and processed gradually and smoothly. Doesn’t your organisation have a CIAM in place or would you like to replace your current solutions? Feel free to read our blog post on the differences between Classic IAM and Consumer IAM or check out the remainder of our website.
Problem: most CIAM solutions lack the right consent capabilities
OK, let’s now assume your organisation has a Consumer IAM solution in place. Reality today is that most of these solutions lack the right capabilities for managing consent and preference settings nor have the ability to link these consent and preferences to the different types of data that this consent is applicable to.
I’ll explain this with an easy example:
You’re setting up a dialogue design workflow in your registration process. Part of this workflow is to offer consumers the choice to subscribe to your monthly newsletter. Once a consumer decides to ‘opt-in’, this so-called consent needs to be captured, stored and linked to your e-mail address. In most CIAM solutions, the e-mail address data values are stored in system X. But system X does not have the capabilities to add consent information nor can it provide options for editing and deletion by the consumer. How to cope with this? And how should these consents and preferences be managed throughout their entire lifecycle?
Connect a Consent Lifecycle Management as-a-Service solution to your existing CIAM infra
Consent and preference settings are particularly complex since these are subject to regular change – think of updated privacy statements and changed personal preferences by the consumer. The key to success lies in implementing a Consent Lifecycle Management (CLM) solution as a separate module and connecting it to your existing CIAM infrastructure.
Product Marketer at iWelcome
With 10 years of experience in IT product marketing, Pierre has gained vast amounts of knowledge and expertise in the field of product and digital marketing. Within iWelcome, Pierre is responsible for product marketing and digital content creation.
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