Trends Report

Apply Customer-Focused Principles To Customer Identity and Access Management (CIAM)

August 17th, 2023
Andras Cser, Vice President, Principal Analyst
Andras Cser Vice President, Principal Analyst
Geoff Cairns, Principal Analyst
Geoff Cairns Principal Analyst
With contributors:
Merritt Maxim , Hailey DiCicco , Kara Hartig

Summary

Putting your customer first and applying empathy to customer identity and access management (CIAM) design creates advantage and builds resiliency during times of change or difficulty. The customer security experience helps pave the way for secure customer acquisition and retention processes with an appropriate level of friction. 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.