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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

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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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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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