As technology advances, organisations are increasingly interacting with clients through the use of digital services. It’s enabling businesses in a range of sectors to interact with customers in brand new ways, however, these solutions do not come without complications. With the cyber threat landscape at an all-time high and customer experience of paramount importance, the authentication process for clients must be both highly secure and be easy to use.
Adopting a Customer Identity Access Management (CIAM) platform can provide organisations with a client authentication solution that is both secure and provides a positive user experience. For the successful implementation of a CIAM solution, business and security teams must be bought together to simultaneously deliver exceptional customer service whilst also meeting business security requirements.
What does a CIAM solution deliver?
Drastically changing times means that a simple authentication process is no longer enough. Today’s threat landscape puts businesses at risk of a plethora of cyber threats, and businesses must act accordingly to ensure they are adequately protected.
In a digital-first world, businesses are driving a focus on initiatives that create customer engagement that’s convenient, secure, and seamless. This focus on customer experience is pushing organisations into delivering an exceptional digital experience for users. To meet these expectations, businesses are deploying purpose-built CIAM solutions to attract and retain customers.
Multiple Software-as-a-Service (SaaS) solutions can present a poor customer experience, requiring multiple logins on varying platforms. The right CIAM solution can deliver a single unified login experience and landing portal for multiple SaaS platforms. This means that clients can be directed to their appropriate applications from a single unified place, reducing the headache of swapping between platforms and remembering numerous login details.
Whilst user experience is often touted as the most important element of a CIAM solution, the solution’s capabilities to address privacy and consumer data protection is paramount. In an ever-increasingly hostile threat landscape, customers must feel confident their data is safe and secure. Failure to instil confidence could result in lost business and damage to brand reputation.
How do you choose a CIAM solution?
Simply adding a CIAM solution to your business is not necessarily always a straightforward deployment. When choosing to deploy a CIAM solution, organisations should take a strategic approach.
Deploying an effective CIAM solution will require engagement, feedback, and input from multiple stakeholders throughout the business. No single department should be responsible for selecting a CIAM solution. Stakeholders throughout the organisation should collaborate to define requirements and identify use cases that must be supported to ensure organisational alignment and commitment.
A CIAM solution must be able to keep pace with changing customer demands and trends. A suitable platform will deliver flexibility to ensure that customers identity needs of choice are met, such as offering biometric factors for those who favour it. CIAM platforms should also offer a degree of self-service, as this helps customers feel in control of their experience and data. Customers should be assured that all interactions over the platform will be secure. Customer confidence can be built with fraud and breach protection over the platform, which ensures that customers feel safe without interrupting the customer experience.
What’s the difference between CIAM and Identity Access Management (IAM)?
From a technological standpoint, CIAM and IAM are extremely similar, yet they have very different purposes. IAM takes an internal-facing approach, managing employee identities. Meanwhile, CIAM is an externally focused customer solution, managing customer identities across multiple platforms. CIAM typically focuses on external identities that aren’t just limited to customers, including partners, contractors and more.
What Should a CIAM Solution Deliver in Terms of Security and Privacy?
Privacy and compliance capabilities should be a foundational requirement for any CIAM solution. A strong CIAM solution must provide multiple features that protect consumers and their data. Organisations should ensure that the CIAM solution they select adheres to all consumer protection laws and regulations. This can become more difficult for organisations operating across multiple territories, as laws differ from country to country.
The information generated by the CIAM platform can be used to build and nurture deeper customer relationships by giving organisations a greater understanding of their customer’s activity. The sensitive customer information gathered on this platform must be protected at all times. A lack of safeguarding of data could result in a direct impact on an organisation’s brand, revenue, and reputation. As a result, it is crucial that the CIAM solution selected complies with regional regulations and laws, such as GDPR, in order to protect user data and rights.
Establishing a strong security architecture is a must to properly support a CIAM solution. A layered approach to security is key to ensure the confident protection of customer data and maintain trust. Customers should ideally be presented with the ability to choose their own personal security preferences. Whether that is Push-To-Accept options, email, or more, customers will gain greater trust in an authentication option chosen by themselves.
A significant component of a CIAM solution would be enabling customers to be able to easily activate the ‘Right to be Forgotten’, this ensures that customers who value the ability to erase their personally identifiable information (PII) can do so easily, building trust with the organisation.
The SecureAuth Identity Platform
Organisations are now expected to deliver a seamless customer registration and authentication experience for their digital properties. However, keeping this experience safe without inconveniencing customers can often be a challenge. Using the SecureAuth Identity Platform, businesses can achieve a positive user experience and strong security, without compromise.
SecureAuth’s Identity Platform is fuelled by cloud-driven identity intelligence and carries out adaptive authentication risks checks, analysing multiple factors of each authentication request to determine the legitimacy of every login attempt. This ensures that only intended users can access the data they want.
Only the SecureAuth Identity Platform delivers:
- Nearly 30 multi-factor authentication methods ensure that various customer requirements and use cases are met.
- The most adaptive authentication risk checks to protect both customer identities and your business without unnecessary friction.
- Infinite authentication workflows. Unique workflows can meet the security and usability needs of every customer use case, driving increased engagement.
- Customer self-service options – self-service or password resets, account unlocks, device enrolment and profile updates keep customers in control of their experience and their data and reduce your help desk overhead.
- Deployment freedom – construct your customer access management solution your way with deployment options for hybrid, on-prem, and cloud.
- Simple administration – globally managed configurations and policies combined with an extensive application template library to enable the rapid creation and easy management of authentication experiences.
- Intelligent Identity Cloud – cloud-based analytics and administration that employs a big-data approach to delivering identity intelligence that informs a broad set of adaptive authentication risk checks, ensuring strong security and maximum usability for all your identities.