GDPR and Data Retention: Navigating Customer Call Storage Limits

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👋 Hey, anyone in EU and having considered GPDR. What data retention do you keep on your customer calls? Sometimes I've listened to customer calls being 1-2 years old and found golden nuggets. GDPR states that you cannot keep them longer than you need. What are people doing here? Also trying to avoid our internal security champion demanding us to delete all of our research 😭

5 comments

Fatima K.
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We’re based in Australia, and I’ve worked with our Security and Legal teams to define a 7-year baseline for our data retention policy. Since we operate in the B2B space and have a relatively limited number of users, I justified this duration by highlighting that we cannot repeatedly contact the same users for re-engagement.
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Tor S.
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Thank you! I'll try something similar ⭐
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Jana H.
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I work at agency on different projects and I really delete the sensitive data (mainly interview records) after few months. Keeping anonymised data (eg. transcripts). But I do not do any continuous discovery project 🤓
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Fatima K.
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Tor S. let me know if you need more info.please send me a pm... happy to help
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Peter B.
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Hi Tor, Thanks for question. We’re in the UK and currently trialling Dovetail. I’m intrigued with the automated capture from a wide of data sources. I too am concerned about GDPR implications. Your question prompted me to find this article on automated removal of content. But it is only available on the Enterprise plan. I’d be very interested in hearing feedback on this feature from anybody using it. Is there a “lite version” available in lower plans? https://dovetail.com/help/custom-data-retention/?utm_source=chatgpt.com