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When Customers Win: Omnichannel Authentication in the Age of the Empowered Consumer

The worst part of a customer’s online experience is typically the login and authentication scenario. Forgotten passwords and KBA questions, misplaced SMS messages, and cumbersome multistep processes all slow down customer and cost money. What if customers could authenticate into any channel — mobile, web, or even call centers and the physical branch — with the same ease and the same overall experience? Multifactor authentication has come of age and can now be that one secure, seamless, consistent experience every user seeks (but doesn’t really know they’re looking for).

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When Customers Win: Omnichannel Authentication in the Age of the Empowered Consumer

  1. 1. When Customers Win: OmniChannel Authentication MICHAEL THELANDER, DIRECTOR OF PRODUCT MARKETING
  2. 2. Authentication “The corroboration of a claimed identity to an agreed-upon level of assurance.”
  3. 3. W H E N C U S T O M E R S W I N : O M N I C H A N N E L A U T H E N T I C AT I O N WHAT IS OMNICHANNEL AUTHENTICATION? THE IMPORTANCE OF RISK AND CONTEXT WHAT IS REQUIRED? BENEFITS TO YOU AND YOUR CUSTOMERS
  4. 4. WHAT IS OMNICHANNEL AUTHENTICATION?
  5. 5. WHAT IS OMNICHANNEL AUTHENTICATION? T H E S A M E E X P E R I E N C E A C R O S S A L L C O N S U M E R T O U C H P O I N T S
  6. 6. WHAT IS OMNICHANNEL AUTHENTICATION? T H E S A M E E X P E R I E N C E A C R O S S A L L C O N S U M E R T O U C H P O I N T S
  7. 7. THE IMPORTANCE OF RISK AND CONTEXT
  8. 8. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better1
  9. 9. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better1
  10. 10. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better 1 2
  11. 11. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better 1 2
  12. 12. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change 1 2 3
  13. 13. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change 1 2 3
  14. 14. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change Have tools that help you respond to those changes 1 2 3 4
  15. 15. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change Have tools that help you respond to those changes 1 2 3 4
  16. 16. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Be able to adapt as risk and context change Use tools that help you respond to those changes 1 2 3 4
  17. 17. WHAT IS REQUIRED?
  18. 18. WHAT DOES OMNICHANNEL REQUIRE? M U LT I P L E S O L U T I O N S C E N T E R E D O N T H E C U S T O M E R ’ S D E V I C E Transparent, device-based authentication that provides context Risk-aware multifactor authentication that provides variable assurance 1 2 3
  19. 19. WHAT DO WE MEAN BY “DEVICE -BASED”? M A C H I N E L E A R N I N G T H AT A U T H E N T I C AT E S A K N O W N D E V I C E Transparent device-based authentication eliminates friction for most users Turns your customer’s mobile device into a reliable possession factor Machine learning continuously assesses devices Highlights the risk and context of any device Adaptive, contextual response drives step-up authentication and subsequent actions MINIMUM THRESHOLD MAXIMUM THRESHOLD Original Device Print Returning Device Print
  20. 20. WHAT DO WE MEAN BY “MULTIFACTOR”? M O B I L E - B A S E D A U T H E N T I C AT I O N T H AT D E L I V E R S A VA R I E T Y O F F A C T O R S Something you KNOW Something you HAVE Something you ARE
  21. 21. Like what you’re hearing? Go to www.iovation/resources/videos to learn more… …Or click NEXT to continue with this slide shre.
  22. 22. AUTHENTICATION AND USER EXPERIENCE Lower Risk Higher Risk Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION 80% 15% 5%
  23. 23. Transparent DEVICE-BASED AUTHENTICATION SERVICE
  24. 24. EVASION IP ADDRESS JAILBROKENGEOLOCATION SECURITY RISK ASSOCIATIONS INITIAL REGISTRATION AUTHENTICATED
  25. 25. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION
  26. 26. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION
  27. 27. I agree YOU ARE who you say you are…. But are you AUTHORIZED to do what you’re asking to do?
  28. 28. Real-time Authorization For Multiple Authorizers OR A U T H O R I Z E I N D I V I D UA L O R G R O U P T R A N S A C T I O N S
  29. 29. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION The Right Authentication for Every Channel and Every Level of Risk
  30. 30. BENEFITS TO YOU AND YOUR CUSTOMERS
  31. 31.  1,095 US Consumers  Mixed demographics  Priorities between ease- of-use and security  Authentication impacts  Willingness to pay for stronger authentication  What is their confidence? AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
  32. 32.  Ease of use is only marginally more important than security and fraud prevention  Equally true for all demographics  With regard to interactive authentication and authorization, Millennials and Seniors are alike in many respects AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
  33. 33.  There’s a high willingness to use alternate authentication methods …  And very few who are not at all willing AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
  34. 34.  Willingness to change increases as expected with an incentive in place AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
  35. 35.  Usability is a competitive differentiator  Improved authentication enables your mobile application strategy  Your customers create more sessions ad transaction if authentication is not a barrier  Customer satisfaction is disproportionately based on digital experience WHEN CONSUMERS WIN … B U S I N E S S T E A M S A N D S E C U R I T Y T E A M S A L S O W I N  Start on a “path to passwordless”  Reduce costs by simplifying and unifying authentication and authorization experiences  Gradually reduce – and then eliminate – your on-premise credential stores  Leverage the risk and contextual insight the fraud prevention teams already generate Benefits for Business Leaders Benefits for Risk & Security Teams
  36. 36. Visit www.iovation.com/resources

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