This document discusses managing IT security and data privacy to enhance the customer experience. It notes that customers now expect a better relationship with brands, and that social media data has become a new currency for engagement. It outlines the types of personal data available on social media sites and discusses the need for financial organizations to implement data protection, privacy regulations, and risk standards to securely manage this data. Key challenges include the lack of integrated policies and monitoring across most financial organizations regarding social media data security and use. The document argues that new security solutions and architectures are required that incorporate security from the start to address these challenges and regulatory requirements while still enabling improved customer engagement.