Legal aspects of digitalisation: selected topics
Description
The COVID-19 crisis has further accelerated the need for a complete digital customer journey. Throughout this session, the experts will discuss the different phases of the digital customer journey and place them against the rapidly evolving regulatory framework on digital transformation, including pinpointing existing and upcoming EU legislation (new ePrivacy and eIDAS Regulation, Digital Services Act, DORA, etc.). Furthermore, they will look at the contractual relationship with ICT service providers relied upon for digital transformation, with a specific focus on cloud services.
The different phases of the digital customer journey that will be discussed are:
- The phase of attraction and retention of customers via digital marketing, including the use of adtech (cookies etc.)
- The actual onboarding phase using electronic signature solutions and possibly other trust services, with a specific focus on digital customer due diligence for financial institutions
- The digital customer relationship management phase making use of e-archiving and chatbot tools
