Forrester

Report:

Meeting The Customer Authentication Challenge

Forrester clients often face a hybrid challenge with customer-facing websites: optimizing both security and user experience. The tightest security can be a usability disaster, and the most user-friendly user identification methods can put business assets at security risk. Poor online account recovery processes are costing businesses millions of dollars in operational costs to their contact centers as well as losses due to fraud. This report provides an assessment framework that helps security professionals identify scenario-specific login security and usability issues and make improvements in both -- rather than treating them as a zero-sum game.