How to Create the Identity Experience Your Customers Want

Regardless of your organization’s location, industry, or size, its success with customer identity and access management (CIAM) depends on one central element: incredible customer experience (CX) backed by bulletproof security.

Vanity user experience (UX) projects that gloss over technical problems at the login won’t do. We’re talking about seamless, secure, modern identity experiences that act as portals to profitability.

Why is CX so important for CIAM? Because it’s the minimum customers expect from organizations today. Whether you’re a digital-first business or you intend to master omni-channel services, your customers anticipate a simple, effortless login experience with impeccable security. But this isn’t always their reality.

Customers get spooked when they need to resurrect long-forgotten login credentials to access your services. Attempting this feat can involve convoluted password reset processes, endless security questions, and calls to the help desk. Left frustrated, these customers are lost—never to return, never to recommend.

This report explores:

• How businesses are not meeting their customers’ expectations and demands through their current CIAM strategies.

• How consumers are currently using logins, and what they expect from future identity experiences.

• Why CIAM technologies and processes minimize consumer frustrations.

• How to pair authentication with the right level of security for exceptional CX.