Best Practice Report

Best Practices: Customer Identity And Access Management

How Site Design, Enrollment, Authentication, And Self-Service Affect Your Customer’s Security Journey

August 2nd, 2021
SR
Sean Ryan
With contributors:
Merritt Maxim , Elsa Pikulik , Peggy Dostie

Summary

The role of customer identity and access management (CIAM) in improving a firm’s ability to build a delightful customer journey is increasing; at the same time, CIAM must support ever-tougher customer acquisition and retention business objectives. In this report, we look at the drivers of implementing robust CIAM processes and tooling, examine key CIAM site design principles, walk through major points of the customer journey, and highlight best practices for enrollment, authentication, and self-service.

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