This report explores the growing tension IT leaders face between strengthening data privacy and delivering personalized customer experiences. Based on global survey data, it shows that cybersecurity and data protection budgets are rising at the same time customer expectations for tailored experiences increase. The report highlights challenges such as rapidly changing regulations, fragmented data access, and limited visibility into how customer data is used. It outlines practical actions IT leaders can take, including advanced encryption, flexible data retention and redaction policies, role-based access controls, and continuous access monitoring. The findings emphasize that resolving this conflict is critical to maintaining customer trust while enabling personalization at scale.

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