Customer Consent Update¶
Customer changes privacy and marketing preferences through a digital or assisted channel and expects the update to apply consistently everywhere. The scenario captures the new choice, preserves the audit trail, and updates downstream suppression or activation logic.
| Domains | customer |
| Actors | customer · store-associate · system |
| Process | Customer Consent Update |
| Capabilities | 3 |
| Steps | 6 |
| Events | 6 |
| Lifecycles | 2 |
| Min UCMI | 2.6 |
⚙️ Step-by-Step Flow¶
| # | Step | Actor | Lifecycle | State Change | Event |
|---|---|---|---|---|---|
| 1 | Authenticate customer | customer | customer-lifecycle |
active → active | customer-identified |
| 2 | Load current preference profile | system | customer-lifecycle |
active → active | customer-profile-viewed |
| 3 | Capture updated consent choice | customer | consent-lifecycle |
active → updated | consent-updated |
| 4 | Persist auditable consent record | system | consent-lifecycle |
updated → active | customer-consent-updated |
| 5 | Update downstream customer preferences | system | customer-lifecycle |
active → active | customer-preferences-updated |
| 6 | Confirm update to customer | system | consent-lifecycle |
active → active | customer-communication-sent |
⚡ Event Sequence¶
customer-identified → customer-profile-viewed → consent-updated → customer-consent-updated → customer-preferences-updated → customer-communication-sent
🔄 Lifecycles Involved¶
🧩 Capabilities Required¶
| Capability | |
|---|---|
customer-consent |
Customer Consent |
customer-profile |
Customer Profile |
customer-identity |
Customer Identity |
🖥️ Application Coverage¶
Applications that implement the capabilities required by this scenario.
| Capability | Implementing Applications |
|---|---|
customer-consent |
CRM |
customer-profile |
Clienteling App · CRM |
customer-identity |
POS · eCommerce Platform |
📊 Readiness by Profile¶
Capability readiness across assessment profiles.
| Profile | Capabilities Met | Avg Score | Ready? |
|---|---|---|---|
| Acme Electronics | 1/3 | 1.3 | ❌ |
| BuildPro Trade | 3/3 | 2.0 | ❌ |
| Flash Delivery | 0/3 | 1.0 | ❌ |
| Luxe Maison | 3/3 | 3.3 | ✅ |
| Metro Fresh Group | 1/3 | 1.3 | ❌ |
| Stella Fashion Group | 3/3 | 2.3 | ❌ |
| Reference Tier 2 Non-food Retailer | 3/3 | 2.7 | ✅ |
✅ Preconditions¶
- Customer identity can be verified securely in the selected channel
- Consent policies and preference taxonomies are configured centrally
- Downstream marketing and profile systems can consume updated suppression flags
- Audit retention rules are defined for privacy compliance
🎯 Success Criteria¶
- Consent update is persisted with a complete audit trail and source attribution
- Downstream communication systems honour the new preference without manual intervention
- Customer sees the same consent state across web, app, store, and service channels
- Opt-in and opt-out actions are both traceable and reversible only through compliant flows
⚠️ Failure Modes¶
- Customer identity cannot be verified and consent update is blocked
- Downstream marketing system fails to ingest new suppression flags
- Preference taxonomy mismatch causes incorrect opt-in or opt-out mapping
- Confirmation communication is sent before all downstream systems are updated
UCMI Requirements¶
Minimum UCMI Score: 2.6
| Capability | Minimum Level |
|---|---|
customer-consent |
🟠 2 |
customer-profile |
🟠 2 |
customer-identity |
🟠 2 |
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