The Forrester Customer Authentication Assessment Framework
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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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