A tailored course, built for your situation
Mastering ISO 27701 for Customer Service Product Marketing Leaders
Build privacy into your customer experience roadmap with precision and authority.
$199 one-time
24-hour access provisioning
30-day money-back guarantee
Hand-built implementation playbook
12 modules. 12 chapters per module. 144 chapters total.
12 modules, each with 12 chapters (144 chapters total), text-based, plus downloadable templates and a hand-built implementation playbook delivered alongside course access.
Most customer experience leaders rely on compliance teams to interpret privacy rules, slowing down innovation and diluting ownership.
The situation this course is for
When privacy decisions are centralized outside product teams, customer-facing improvements stall. Ambiguity around data use creates delays, inconsistent messaging, and missed regulatory alignment.
Who this is for
Senior product marketing or experience lead in EU-based organizations shaping customer interactions with embedded data collection.
Who this is not for
Junior marketers, general compliance staff, or practitioners without decision influence over customer journey design.
What you walk away with
- Lead ISO 27701-compliant data processing documentation for customer service features
- Own consent architecture design without escalation
- Pre-map DPIA requirements into product marketing launch plans
- Directly justify data processing activities under Article 6 and Article 9 GDPR grounds
- Confidently review vendor data handling in customer experience ecosystems
The 12 modules (with all 144 chapters)
Module 1. Understanding ISO 27701 Scope in Customer Experience
Define the boundary between marketing innovation and personal data governance. Identify which customer touchpoints require formal PII handling designations.
12 chapters in this module
- Scope definition for customer service interactions
- Mapping customer journey stages to PII categories
- Identifying legitimate interest under GDPR
- Differentiating marketing from processing purposes
- Documenting lawful basis for each data flow
- Establishing data subject rights triggers
- Defining controller vs processor roles
- Aligning with existing ISO 27001 controls
- Integrating DPIA timing gates
- Customer consent lifecycle tracking
- Vendor data processing checkpoints
- Internal audit readiness for customer data
Module 2. Data Flow Mapping for Service Innovation
Create accurate, ISO 27701-aligned data flow diagrams that support both compliance and customer experience agility.
12 chapters in this module
- Mapping real-time chat interactions
- Call center voice data capture
- Email correspondence logging
- CRM data enrichment paths
- Cross-border data transfer flags
- Third-party analytics integration
- Session replay tool compliance
- Cookie banner integration design
- User preference center architecture
- Data retention scheduling logic
- Automated deletion workflows
- Audit trail generation per access
Module 3. Consent Architecture Design
Design granular, compliant consent mechanisms that enhance trust without degrading conversion.
12 chapters in this module
- Granular opt-in design
- Silent consent vs explicit consent
- Tiered permission structures
- Consent logging standards
- Revocation flow implementation
- Consent age verification
- B2B vs B2C consent rules
- Offline to online consent sync
- Email marketing permissions
- SMS and push notification consent
- Preference center integration
- Consent expiry management
Module 4. DPIA Integration in Product Launches
Embed data protection impact assessments directly into product marketing rollout timelines.
12 chapters in this module
- Identifying high-risk processing
- Automated DPIA triggers
- Stakeholder consultation templates
- Risk mitigation documentation
- Prior consultation thresholds
- Cross-functional review timing
- Marketing campaign DPIA scope
- A/B testing data governance
- Personalization engine risks
- Behavioral tracking justification
- Vendor DPIA validation
- Post-launch DPIA review
Module 5. Vendor Data Processing Oversight
Take ownership of third-party data handling agreements for customer-facing tools and platforms.
12 chapters in this module
- Identifying data processors
- Drafting data processing terms
- Sub-processor approval workflow
- Data breach notification clauses
- Audit rights enforcement
- Cross-border transfer mechanisms
- Processor security obligations
- Performance monitoring metrics
- Onboarding compliance checklist
- Offboarding data return process
- Processor DPIA contribution
- Annual compliance review planning
Module 6. Data Subject Rights Execution
Operationalize DSAR fulfillment within customer service workflows.
12 chapters in this module
- DSAR intake channel design
- Identity verification methods
- Access request fulfillment workflow
- Right to rectification process
- Right to erasure criteria
- Objection handling framework
- Automated DSAR tools
- Manual fulfillment tracking
- Response timing compliance
- Data portability format standards
- Joint controller coordination
- Escalation to DPO when needed
Module 7. Privacy by Design in Customer Journeys
Embed privacy controls at each stage of the customer lifecycle.
12 chapters in this module
- Pre-contractual information delivery
- Transparent data use notices
- Default privacy settings
- Data minimization in forms
- Retention period communication
- Anonymization techniques
- Pseudonymization in analytics
- Behavioral tracking opt-out
- Privacy notice accessibility
- Language localization of notices
- Mobile app permission design
- Offline experience alignment
Module 8. Internal Audit and Compliance Evidence
Generate ready-to-submit documentation for ISO 27701 audits.
12 chapters in this module
- Control checklist completion
- Evidence collection standards
- Audit trail review frequency
- Role-based access documentation
- Training completion records
- Policy version control
- Incident response logs
- DSAR fulfillment reports
- Vendor assessment summaries
- DPIA completion proof
- Consent audit trails
- Reporting to senior management
Module 9. Cross-Functional Alignment
Lead privacy discussions across product, legal, and engineering teams.
12 chapters in this module
- Building credibility with legal
- Translating compliance to product goals
- Engineering collaboration timing
- Escalation path design
- Joint roadmap planning
- Shared KPIs for privacy
- Stakeholder communication plan
- Conflict resolution framework
- Feedback loop integration
- Privacy champion network
- Executive update templates
- Crisis coordination protocol
Module 10. Training and Awareness Programs
Develop internal training to scale privacy knowledge across customer-facing teams.
12 chapters in this module
- Role-specific training content
- Onboarding privacy modules
- Annual refresher design
- Sales team guidance
- Customer support protocols
- Management accountability
- E-learning module development
- Quiz and assessment design
- Training delivery tracking
- Compliance attestation process
- Localized training needs
- Multilingual content planning
Module 11. Incident Response and Breach Management
Prepare for data security incidents involving customer data.
12 chapters in this module
- Breach detection indicators
- Internal reporting workflow
- DPO notification process
- Regulator communication timing
- Customer notification templates
- Root cause analysis method
- Remediation planning
- Legal counsel engagement
- Public relations coordination
- Post-mortem documentation
- System patch tracking
- Lessons learned integration
Module 12. Continuous Improvement and Review
Establish ongoing privacy governance to sustain compliance and innovation.
12 chapters in this module
- Control effectiveness review
- Policy update process
- Technology change assessment
- Market practice benchmarking
- Regulator guidance tracking
- Internal audit scheduling
- Compliance gap analysis
- Stakeholder feedback collection
- Process automation opportunities
- Budget planning alignment
- Team skill gap identification
- Roadmap integration planning
How this maps to your situation
- New customer service platform rollout
- Expansion into new EU markets
- Integration of AI-driven personalization
- Vendor consolidation in CRM stack
Before vs. after
Before
Reliant on compliance teams to interpret privacy rules, slowing down product launches and diluting ownership.
After
Confidently lead privacy implementation in customer experience projects, with full authority over data governance decisions.
What's included with your purchase
- 12 modules with 12 chapters each (144 chapters total)
- Downloadable templates and worked examples for every module
- Hand-built implementation playbook delivered alongside course access
- 30-day money-back guarantee
Delivery and format
- Course and learning environment access provisioned within 24 hours of purchase
- Hand-built implementation playbook delivered alongside course access
Format: Text-based modules and chapters in the Art of Service learning environment, plus downloadable templates and worked examples for every chapter, plus the hand-built implementation playbook delivered alongside course access.
Time investment: Approximately 3 hours per module, designed to be completed alongside active product cycles.
If nothing changes
Continuing to defer privacy decisions risks delays in customer innovation, inconsistent customer experiences, and potential regulatory exposure during audits.
How this compares to the alternatives
Unlike generic GDPR courses, this program focuses specifically on ISO 27701 implementation in customer service contexts, with templates and decision frameworks tailored to product marketing leaders.
Frequently asked
Who is this course for?
Customer experience and product marketing leaders who need to integrate privacy compliance into customer journey design.
How is the course structured?
12 modules, each containing 12 chapters (144 chapters total).
Does this apply if I’m not in compliance?
Yes , this course is for product leaders who own customer data decisions, not compliance specialists.
$199 one-time. Approximately 3 hours per module, designed to be completed alongside active product cycles..
Within 24 hours your account in the learning environment is provisioned and the tailored implementation playbook is delivered alongside it.
30-day money-back guarantee·
144 chapters·
Hand-built playbook included·
Account access within 24 hours