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For Security & Risk Professionals

The Forrester Customer-Obsessed Identity And Access Management Operating Model

Focus On Customer Enrollment And Login Failures, A/B Testing, And A Connected Business App Ecosystem

April 20, 2020


Why Read This Report

Being customer obsessed creates advantage and resiliency in times of change or difficulty. This is especially true for customer identity and access management (CIAM): The security customer experience for the customer's journey and the CIAM functions' availability pave the way for secure and low-friction customer acquisition and retention. This document provides rationale and guidance to security and risk (S&R) professionals to implement Forrester's customer-obsessed IAM operating model.

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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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Table of Contents

  • Leverage Forrester's Customer-Obsessed IAM Operating Model
  • Operating Principles: Ease Friction For A Smooth Customer Experience
  • Operating Levers: Collaboration And Centralization Are Key
  • Recommendations

  • Customer-Obsessed IAM Needs A Formalized Feedback Loop
  • Supplemental Material
  • Related Research Documents

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