Build a Trust Platform to Enable a Frictionless Customer Experience
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Today's CIO is balancing an increasing risk of data breaches and privacy regulations with a business hunger to deliver frictionless, personalized omni-channel experiences. Customer trust is key to how successful this fragile relationship is, drawing spotlight on how we manage privacy and security concerns across web, mobile and IoT technologies. Hear how organisations and governments are moving from legacy Identity and Access Management to Identity Relationship Management, as the foundation for trusted digital relationships.
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Build a Trust Platform to Enable a Frictionless Customer Experience
- 1. © 2016 ForgeRock. All rights reserved. www.polishedman.com/forgerockapj
- 2. © 2016 ForgeRock. All rights reserved. Build a Trust Platform to Enable a Frictionless Customer Experience Andrew Latham – Director of Customer Engineering, ForgeRock 2
- 3. © 2016 ForgeRock. All rights reserved. — http://www.google.com
- 4. © 2016 ForgeRock. All rights reserved. Trust doesn't come with a refill. Once it’s gone, you probably won’t get it back. And if you do, it will never be the same! And that is a fact!
- 5. © 2016 ForgeRock. All rights reserved. Customer Experience Drives ROI Source: Forrester Research and Watermark Consulting S&P 500 Index Customer experience leaders CUMULATIVE TOTAL RETURN 50% 40% 30% 20% 10% 0% -20% -30% -40% Customer experience laggards -10% 14.5% -33.9% 43.0%
- 6. © 2016 ForgeRock. All rights reserved. Gartner Strategic Planning Assumption Frictionless Customer Engagement PROPRIETARY AND CONFIDENTIAL Organizations will use contextual, adaptive techniques with multi-factor authentication, by year-end 2017, up from less than 5% in 2014 Enterprises employing biometric methods for user authentication from mobile devices 2014 5% 2016 30% >35%
- 7. © 2016 ForgeRock. All rights reserved. Trends – Customer Focused 79% 54% 52% Consider their banking relationship to be merely transactional – up 8% since 2014 Are interested in banks locating discounts Want proactive product recommendations
- 8. © 2016 ForgeRock. All rights reserved.
- 9. © 2016 ForgeRock. All rights reserved. CUSTOMER
- 10. © 2016 ForgeRock. All rights reserved. Challenge • Build a customer portal that provides a state-of-the-art, secure online experience 24/7/365 • Provide customers with a personalized insurance experience, enable them to manage policies, make payments, get quotes, make claims, etc. • Support Large Scale (~25 Million Users) Solution • ForgeRock Identity Platform is foundation for GEICO online customer portal • Business units now have a common, consolidated view of customers and their policies, able to cross sell and upsell • Federated services and insurance products provided by business partners • Better customer experience – a single user profile and and one set of credentials “ForgeRock understood what it meant to create a modern, best-in-class Web experience for our large and exceedingly diverse customer base” Greg Kalinsky, Senior Vice President & Chief Information Officer, GEICO
- 11. © 2016 ForgeRock. All rights reserved. Customer Requirements • Health care (HSPD) cloud patient identity • Digital identity for IoT / medical device • Patient privacy and security Solution • Common identity platform • Single view of the patient • Relationship management between provider, patient, and device • IoT and patient digital identity • Privacy & Consent Patient Technician Authentication/ Authorization Authentication/ Authorization Authentication/ Authorization
- 12. © 2016 ForgeRock. All rights reserved. Live your ”Why”
- 13. © 2016 ForgeRock. All rights reserved. Social
- 14. © 2016 ForgeRock. All rights reserved. Transparent
- 15. © 2016 ForgeRock. All rights reserved. Interoperable
- 16. © 2016 ForgeRock. All rights reserved. Ownership
- 17. © 2016 ForgeRock. All rights reserved.
- 18. © 2016 ForgeRock. All rights reserved.
- 19. © 2016 ForgeRock. All rights reserved. Relationships
- 20. © 2016 ForgeRock. All rights reserved. Perimeter-Based Security Identity-Based Security Identity Access Management (IAM) Identity Relationship Management (IRM) Inhibits Digital Business Enables Digital Business Enterprises must adapt to the new security paradigm NEWOLD
- 21. © 2016 ForgeRock. All rights reserved. Identity Access Management Identity Relationship Management Customers (millions) On-premises People Applications and data PCs Endpoints Workforce (thousands) Partners and Suppliers Customers (millions) On-premises Public Cloud Private Cloud People Things (Tens of millions) Applications and data PCs PhonesTablets Smart Watches Endpoints Digital Transformation & Customer Engagement Require Identity Relationship Management (IRM)
- 22. © 2016 ForgeRock. All rights reserved. Scale Scale Scale Contextual Identity & Trust IoT Ready Open Source Unified Platform Single View Customer Transformation ‘Fintech-Like’ Innovation
- 23. © 2016 ForgeRock. All rights reserved. Higher Retention Rates Consumer engagement drives higher loyalty and LTV Stronger Brand Quality service drives brand recommendations Higher Share of Wallet Engaged consumers buy additional products Differentiation Superior consumer experience is a key differentiator
- 24. © 2016 ForgeRock. All rights reserved. Talk • to me and your peers Visit • The ForgeRock stand (#67) Read • www.forgerock.com • https://kantarainitiative.org/confluence/display/ uma/Home
Editor's Notes
- Theme: Customer experience does drive revenue. In surveys, the gap between leaders and laggards in customer experience is 70%, measured in real ROI terms. TT= As has always been the case, the leaders in each industry are defining new ways to interact with the customer….engaging digitally across all routes to customer. Utilizing a next generation digital identity platform is essential, in creating the world class customer experience – across all modes of customer interaction, across all lines-of-business for the enterprise.
- Theme: Security of the Banking customer is key – yet creating a more frictionless, passwordless journey is key. Organizations are utilizing more and more context based authentication technologies, and of course biometrics and creating a more secure – yet frictionless experience for that consumer.
- Theme: And of course – your most important asset is your customer. TT= the customer digital journey is driving leadership in every industry sector. Identity becomes the common strategic element – across all digital and physical interactions with that customer. (human, device, mobile, sensor, data element, micro-service application) How Many of you don’t think this?
- https://www.forgerock.com/app/uploads/2015/06/customer_snapshot_geico_letter.pdf 2105 Identity Summit Session: https://www.youtube.com/watch?v=bFc8XpbXZEI About GEICO: GEICO (Government Employees Insurance Company) is a member of the Berkshire Hathaway family of companies and is the third-largest private passenger auto insurance company in the United States. GEICO provides millions of auto insurance quotes to U.S. drivers annually. The company is pleased to serve more than 12 million private passenger customers and insures more than 18 million vehicles (auto & cycle). GEICO also provides motorcycle, ATV, RV, and boat insurance, homeowners, renters, condo, co-op, and mobile home insurance, personal umbrella protection, life, flood, overseas, business, commercial auto, collector car, and collectibles insurance, as well as identity theft protection. The Challenge: Build a customer portal that provides a state-of-the-art, secure online experience 24 hours a day, 7 days a week, 365 days a year across the globe, for a large and growing base of customers and insurance agents. Customers must be able to review and manage policies online, make payments, get quotes, and obtain documents on demand. GEICO must be able to view all of a customer’s policies in one place The Solution: The ForgeRock Open Identity Stack, including OpenAM, OpenDJ, and OpenIDM, serves as the foundation for GEICO’s online customer portal. GEICO is able to quickly integrate the lightweight, modular, flexible, and open source ForgeRock technology with their architecture and Web services, allowing them to hit strategic online goals and scale up seamlessly as they continue their rapid growth. Customers can now review and manage policies online, make payments, get quotes, and obtain documents on demand, 24x7x365. GEICO can view all of a customer’s policies in one place, instead of viewing each policy separately. ForgeRock’s Open Identity Stack is the ideal tool not just for GEICO’s security, but for business agility. Customer Quote: “Initially, we considered traditional, closed source enterprise IAM vendors to help us drive our vision forward, but it quickly became evident that they would not be able to offer a solution that would be able to integrate or scale as quickly as we needed,” said Greg Kalinsky, senior vice president and chief information officer, GEICO. “We selected ForgeRock as our IAM technology partner because of their success in delivering the Open Identity Stack in an easy-to-deploy, highly scalable approach to enterprise, cloud, and mobile environments. To us, ForgeRock understood what it meant to create a modern, best-in-class Web experience for our large and exceedingly diverse customer base.” Benefit: ForgeRock’s simple-to-deploy architecture provides the power, economics, and agility required for GEICO to establish secure access controls for mission-critical applications at scale across any population, whether they’re consumers or employees, as they deploy their online customer portal.
- Theme: That digital connected journey dictates that enterprises view identity in a new way…..as a strategic element that provides security and enablement across those devices, things and of course people. TT= in old world, it was a perimeter based view for security. TODAY – identity is enabling a new concept focused on the relationship…the identity relationship between those digital entities and humans….to drive an intelligent value-add dialog. In Fact – Digital Identity becomes an ENABLER, driving new intelligent secure relationships with the Customer….enabling digital business opportunities.
- Theme: Think of that identity relationship, as in a graph-like, set of related connections, human and digital – that create new ways of interacting and transacting. TT= unlike the old-world of IAM – where you had a simple straight line workflow of authorization, SSO etc …the NEW WORLD is driven by multiple relationships that govern, inform and enable new digital intelligence and business opportunity. (examples, Philips, Toyota, Amer Sports, CapitalOne Bank, BBC)
- Theme: These core differentiators for the ForgeRock Platform are what have set us apart and driven the extraordinary value to our clients and partners. TT: The ability to provide a trustful, context based, single view of the customer….at scale, changes the game for our customers. Our solutions provide the consent based, unified platform that provides for true innovation and importantly includes the capability to inform your vision in where and how your firm will use IoT in your industry innovation strategy. (Go through the six)
- Building better relationships through trust will enable a more informed and rich interaction -> frictionless Underpinning of success Enabler for all customer interaction initiatives across the business – SO WHAT? Enable the ability to build enterprise-wide Identity Relationship Models. - SO WHAT? TBD - SO WHAT?