Build a Trust Platform to Enable a Frictionless Customer Experience
Transcript of Build a Trust Platform to Enable a Frictionless Customer Experience
© 2016 ForgeRock. All rights reserved.
Build a Trust Platform to Enable a Frictionless
Customer Experience
Andrew Latham – Director of Customer Engineering, ForgeRock
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© 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!
© 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%
© 2016 ForgeRock. All rights reserved.
Gartner Strategic Planning AssumptionFrictionless 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
20145%
2016
30% >35%
© 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
© 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
© 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
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Social
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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
NEW OLD
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Identity Access Management Identity Relationship ManagementCustomers(millions)
On-premises
People
Applicationsand data
PCs
Endpoints
Workforce(thousands)
Partners andSuppliers
Customers(millions)
On-premises PublicCloud
PrivateCloud
People
Things(Tens of millions)
Applicationsand data
PCs PhonesTabletsSmart
WatchesEndpoints
Digital Transformation & Customer Engagement RequireIdentity Relationship Management (IRM)
© 2016 ForgeRock. All rights reserved.
ScaleScaleScale
Contextual Identity &
Trust
IoT Ready
Open Source
UnifiedPlatform
SingleView
Customer Transformation‘Fintech-Like’ Innovation
© 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
© 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