Model Overview Report

Apply Customer-Focused Principles And Operating Levers To CIAM

Continuous Improvement: The Identity And Access Management Playbook

August 2nd, 2021
Sean Ryan, null
Sean Ryan
With contributors:
Merritt Maxim , Rick Parrish , Benjamin Corey , Karen Traikovich


Putting your customer first and applying empathy in identity and access management (IAM) design creates advantage and resiliency in times of change or difficulty. This is especially true for customer IAM (CIAM). The customer security experience helps pave the way for secure, low-friction customer acquisition and retention. This report helps security and risk (S&R) professionals implement Forrester’s customer-focused principles and operating levers to ensure confidentiality, integrity, and empathy in CIAM.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.