Webinar: Having the Best of Both World- Class Customer Experience and Comprehensive Iden=ty Security

Transcription

1 Webinar: Having the Best of Both World- Class Customer Experience and Comprehensive Iden=ty Security With Iden>ty Expert and UnboundID Customer Bill Bonney

2 Today s Speakers Bill Bonney Formerly Director, Informa>on Security & Compliance Intuit, Inc. Steve Shoaff CEO UnboundID 2

3 Customer experience rising in importance as marketplace differen=ator and compe==ve baeleground Innova>on Market Disruptors Social Networks Mobile Apps More Engagement Op>ons 89% of companies plan to compete primarily on the basis of the customer experience by Explosion of Available Data Empowered Consumer with High Expecta>ons Empowered Consumer with High Expecta=ons Access to Global Markets 3/4s of businesses assert that customer experience is a cri>cal business priority." 3

4 Customer experience as disruptor and game changer Many examples and we re not done yet. One- click shopping Dash bu^on Echo Prime Air Mobile app convenience, one tap to ride, Fist bump and in- car experience Cashless transac>on Wearable devices Smart home devices Driverless cars and IoT possibili>es we haven t thought of yet 4

5 The amount of iden=ty data is growing exponen=ally ENTERPRISE IDENTITY MANAGEMENT Global labor supply 159 million in the US 2.2 billion globally Global IAM Market: 10-15% Annual Growth Rate CONSUMER IDENTITY AND PREFERENCE MANAGEMENT IoT Devices All Mobile 4.9 billion Subscribers All Social 4.7 billion IDs Networks 6+ billion IDs Facebook 1.4 bn+ IDs Consumer Iden=ty 100+ billion IDs Source: Research and Markets, IDC, BCG 5

6 Opening up new risk fron=ers More apps, devices, and systems of engagement consuming customer data More customer data collected (ac>ve and passive) More data hosted by third party services = + + Greatly increased surface area for a breach 6

7 Increasingly requiring IT involvement in new Digital Business Ini=a=ves Digital business focuses on spoing new opportuni>es to drive revenue, and as such it represents a new fron>er of growth and development. - Gartner Digital Business Ini>a>ves Increasing Involvement of Enterprise IT "By 2018, 50% of IT/IAM will be responsible for both enterprise and consumer- facing IAM, up from 20% today. "Consumer- facing implementa>ons are usually managed by lines of business and marke>ng func>ons but IT's involvement is on the rise overall

8 Changing internal environment and risk drivers Internal Risk Drivers Scaling from 1000 s- 10,000 s context rich to 10 s Million - 1B s context poor iden>>es Scale/Performance New Product Requirements Must provide performance at scale, manage 1B+ iden>>es and provide real- >me opera>onal metrics Disparate data sources with li^le to no >me to integrate Compe>>on is a click away, but my IdM solu>on was engineered for a cap>ve audience (my user) Extending trust to others (social registra>on / login) and things (IoT devices) Integra8on Customer Experience Interoperability Must provide centralized data governance policies, real- >me data sync, and policy audi>ng capabili>es Create a unified customer view, self- managed preference consent, and the latest consumer iden>ty features Must be standards- based and provide tools to manage different levels of trust with third party tools 8

9 Changing external environment and risk drivers External Risk Drivers New Product Requirements Customer choice requirements and breach no>fica>on laws have mul>plied Regulatory Reach Must unite customer ID and choices across all customer interac>on op>ons BYOD extending beyond laptop and mobile, many single purpose IoT devices Mobile devices and wearable devices present addi>onal a^ack vectors Few standards and lack of consistency across plalorms and data sources Pla>orm Explosion Cyber Crime Heterogeneity Must seamlessly integrate across a wide variety of [protocols] and have the flexibility to easily add new ones. Must be secure and create visibility into authen>ca>on ac>vity that integrates with big data analy>cs Architecture based on industry standards, ability to drive organiza>on- wide standards 9

10 The connec=ve =ssue at the center is customer iden=ty and preferences Mobile Apps Social Networks IoT Devices E- commerce Accounts Loyalty Rewards Programs Source: Forrester 10

11 UnboundID Pla[orm Iden7ty and Preference Management at web scale Workforce Enablement Customer Engagement Partners Mobile Workers BYOD Contractors Mobile Social & Web Cloud & SaaS IoT Systems of Engagement Data Store Data Sync Metrics Engine Data Broker Secure Scalable Unified Adaptable UNIFIED VIEW Marke=ng Automa=on Loyalty Programs Dynamic Pricing MDM CRM Big Data Legacy Directory Systems of Record 11

12 Steve Shoaff, CEO of UnboundID

13 Who is UnboundID? UnboundID has developed a next- genera>on iden>ty and preference management plalorm Customers use it to modernize legacy Iden>ty and Access Management and enable new, customer- facing digital business strategies 100% customer renewal rate and more than 1 billion iden==es deployed with some of the world s most influen>al brands CUSTOMER EXAMPLES PARTNERS 13

14 Personaliza=on Privacy Hey Norm! vs. IT leaders responsible for digital business or working with CMOs need to understand the requirements of balance between privacy and personaliza>on to effec>vely engage customers. 14

15 Tradi=onal ID management ignores a Business s ability to use data for personaliza=on and IT s privacy control X Inconsistent and/or ineffec>ve security Customer X Disjointed, frustra>ng customer experience X No single view of the customer X Lack of centralized data governance controls Systems of Record Products Marke>ng Customer Care X System of Record data in silos, not synced or ac>onable 15

16 The Solu=on: Add engagement capabili=es with an Iden=ty and Preference Management Pla[orm Customer Engagement Capabili>es Preference Management Data Governance Iden>ty and Preference Management Plalorm Systems of Record Products Marke>ng Customer Care 16

17 To sa=sfy both business personaliza=on goals & IT privacy requirements Customer Engagement Capabili>es Preference Management Data Governance Iden>ty and Preference Management Plalorm Systems of Record Products Marke>ng Customer Care 17

18 Benefits of Iden=ty and Preference Management Pla[orm Implementa=on Engagement Capabili>es Consistent experience across all channels Social Media Web Customer SEAMLESS EXPERIENCE Loyalty Rewards Mobile Iden>ty and Preference Management Plalorm Advanced personaliza>on Privacy/preference consent honored Centralized governance policies enforced Systems of Record Single view of customer UNIFIED CUSTOMER VIEW Products Marke>ng Customer Care High security, availability, and performance Real- >me data sync Big Data MDM Analy>cs 18

19 Example Customer Implementa=on Customer Facing Website/ Mobile Loyalty Internal/External Sources Point of Sale Loyalty Salesforce Social Social Credit Card Third Party Credit Card Order Management Third Party API Gateway Customer Ac=vity, Sales, Orders, Loyalty Third Party Data Enrichment High Volume / High Availability Real- Time Requests Data Integra=on / Matching & Merging MDM Golden Record Integra=on Layer Bi- Direc=onal Real- =me Sync Between ID Store & MDM Real- =me, Near Real- =me & Bulk Data Distribu=on Customer Data filtered per customer ops & policy Mobile Wallet Service Provider Salesforce Analy=cal Consumers Analy>cs DW Enterprise DW Hadoop Opera=onal Consumers Third Party Dynamic Pricing Campaign Management Loyalty 19

20 Spotlight on the Importance of centralized data governance Workforce Enablement Customer Engagement Partners Mobile Workers BYOD Contractors Mobile Social & Web Cloud & SaaS IoT Systems of Engagement Marke=ng Automa=on Loyalty Programs Dynamic Pricing Data Store Data Sync Metrics Engine Data Broker Secure Scalable Unified Adaptable UNIFIED VIEW Policies Corporate Policies Industry Regulatory Policies Preference & Privacy Consent App- specific Policies Other Custom Policies MDM CRM Big Data Legacy Directory Systems of Record 20

21 UnboundID Pla[orm enables the end- to- end journey for Iden7ty and Preference Mgmt Mul7ple entry points ini7a7ves depending on business needs OneIden&ty Pla-orm Value of iden7ty/profile services increase as you move to the right STAGE KEY INITIATIVES Modernize Legacy Iden=ty Mgmt Modernize Legacy IAM Transi=on to Customer Iden=ty Customer Iden>ty Services for new customer- facing app Create Unified View of the Customer across Channels Customer Engagement Mgmt Reusable iden>ty services and centralized governance policies Expose Ac>onable Data from MDM Iden=ty & Preference Brokering Customer Self- Managed Preference/Privacy Op>ons

22 Thank You Webinar Replay & Related White Papers: h^ps:// of- both- worlds- iden>ty- security- customer- experience Phone: Blog: TwiGer: twi^er.com/unboundid 22