Large automation investments in customer touch points, products, and business processes are rapidly creating enormous volumes of data as well as capabilities to make changes at electronic speeds. This chapter explores these changes in "instrumentation" and how they provide an environment for Customer Experience Analytics (CEA).
IVR, kiosks, mobile devices, email, chat, corporate web sites, third-party applications, and social networks have generated a fair amount of event information about our customers. In addition, customer interaction via traditional media, such as call centers, can now be analyzed and organized.
PCI DSS compliance requirements will continually evolve under the auspices of the PCI Security Standards Council throughout a newly defined 36-month lifecycle. This may mean that the security "tweaks" that IT implements today for PCI DSS 2.0 may be inadequate to handle the data security requirements of the next version of the standard.