Redact; don't react.

Customer experience will drive your bottom line, and AI will help you win that race. In the meanwhile, privacy is becoming the key to keeping those wins. In today's era of digital business customer experience is that sole factor that distinguishes your service from your competitors'. When McKinsey had forecasted that the era of hyper-personalisation is dawning upon us, Gartner had published multiple reports within a span of a year, remarking on the rising value of AI - after all, great, personalised experiences inevitably leverage AI across multiple functions, achieving astonishing results in the process. At the same time, legislations were setting new benchmarks for the cost of privacy breaches. In 2021, Amazon was slammed with a €746m fine for non-compliance with the General Data Protection Regulation (GDPR).