Identity Live Sydney 2017 - Andrew Latham

© 2017 ForgeRock. All rights reserved.

Securing Customer

Interaction Anytime,

Anywhere

Andrew LathamDirector, APJ Customer Engineering

Adam BivianoSenior Customer Engineer

Michael WatsonPre-Sales Solution Manager, Daon


Voice Control Has Become Practical


James St. John

CC 2.0

Name: Obsidian

Color: Deep black

Luster: Vitreous

Category: Volcanic glass

Mohs scale: 5-6

Guessed by Alexa:

In About 5 minutes

The Obsidian Order


Customer Focus Starts With a Seamless

Experience:

"In the age of the customer, truly customer-obsessed retailers

are actively investing and working to develop and deliver a

seamless shopping experience across all touchpoints."

"Customers have long stopped

thinking about (or even

understanding) channels. They don't

differentiate experience by online,

mobile, social, or store."

Omnichannel or Bust


Spending Real Money withYour Voice, As Easy As…

This is great, when the risk is low.

1. You: “Alexa, order dog food.”

2. Echo: “The top search result is...would you like to buy it?”

3. You: “Yes.”


Creating Trust and Confidence is Easy When Customers Are Ordering

Pizza

It’s Really Hard When They Are Transferring Money


“These would-be spies also can view an owner's Amazon credentials and authentication tokens, and steal sensitive information from apps on the device.”

https://www.infosecurity-magazine.com/news/alexa-hack-allows-continuous/


51%of respondents cited privacy, data leakage, ID theft or

security as a major concern of using virtual personal

assistants.

Gartner, Market Trends: Human-Machine Interactions — Role of Voice

Across Devices and Ways to Enhance Customer Experience

Published: 14 March 2017 ID: G00324311


The Keys to SecuringVoice-Based Customer Interactions

Identity and Trust

Consistent Omnichannel Experience

Privacy and Consent


Trust Begins with Identity

Identity ties everything together, person to person, person to service,

machine to machine, and more…

Users

Devices

Things

Services

...



Mobile App Customer Service

Single View OmnichannelAdaptive

Context

Privacy &

Consent

Threat

Intelligence

Customer

Intelligence

Persistent Identity

Unified, Omnichannel Customer Experience

Brick and Mortar eCommerce/Web Virtual Personal Assistants

A Consistent User ExperienceFrom Keyboard, To Phone, To Voice


Privacy and Consent Help Earn Customers’ Trust

• It’s not just about ensuring the privacy of the recordings, but the entire experience

• Allow customers to designate high and low risk activities to reduce friction when possible, increase it when necessary

• Give end users control over their data, even when it’s not required by law


DEMO


The Authentication Journey

• Passwords/Pins are inherently insecure and offer a terrible user experience leading to lower Net Promoter Score (NPS)

• PKI is a useful single factor mechanism to secure mobile devices

• Biometric authentication is easy for your customers

• Combine PKI with Biometrics. You’ll achieve security, user experience and a higher NPS.

• Use FIDO for a standards based approach – why go it alone?

14


DEMO


Thank You

Identity Live Sydney 2017 - Andrew Latham

Technology

Transcript of Identity Live Sydney 2017 - Andrew Latham