Decision Tool

The Forrester Customer Authentication Assessment Framework

June 12th, 2013
Eve Maler
With contributors:
Stephanie Balaouras , Thayer Frechette


Forrester clients often face a hybrid challenge with customer-facing websites: optimizing both security and usability. The tightest security can be a usability disaster and the most user-friendly identification methods can put business assets at security risk if you’re not careful. Poor online account recovery processes cost businesses millions of dollars in operational costs to their contact centers as well as losses due to fraud. This report introduces an assessment framework that helps security professionals identify authentication security, deployability, and usability issues specific to their unique customer scenarios so that they can make improvements across the board, rather than treating “security versus usability” as a zero-sum game.

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