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For Security & Risk Professionals

Introducing The Customer Authentication Assessment Framework

Assess The Usability, Deployability, And Security Of Customers' Login Processes

June 12, 2013


Why Read This Report

Forrester clients often face a hybrid challenge with customer-facing websites: optimizing both security and usability. The tightest security can be a usability disaster, and the most user-friendly identification methods can put business assets at security risk if you're not careful. Poor online account recovery processes cost businesses millions of dollars in operational costs to their contact centers as well as losses due to fraud. This report introduces an assessment framework that helps security professionals identify authentication security, deployability, and usability issues specific to their unique customer scenarios so that they can make improvements across the board, rather than treating "security versus usability" as a zero-sum game.

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Table of Contents

  • Customer Experiences Often Suffer From Dismal Security And Usability
  • Evaluate Your Scenarios Against Eight Requirements
  • Introducing The Customer Authentication Assessment Framework
  • Drive Improvement In Your Customer Authentication Strategy

  • Give Customer Login Requirements The Attention They Deserve
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