TIAA Banks on IAM to Deliver Better Customer Experiences

Objective

In 2015, TIAA kicked off a digital transformation program to digitize operational processes and improve the customer experience. The goal was to move beyond traditional security limitations—where security might have previously said no—to find ways to enable clients to do more through digital channels.

Challenge

TIAA sought to enter the marketplace with unique features, such as peek view technology, which were uncommon in financial services. Accomplishing this required a high degree of agility and the ability to integrate risk systems and multifactor capabilities without slowing down the development of new products for the web and mobile channels.

Solution

TIAA partnered with Ping Identity, specifically utilizing PingFederate and PingAccess. By adopting standards like OpenID Connect and OAuth, TIAA was able to build a cutting-edge watch app and a new mobile app. The solution integrated with risk systems like ThreatMetrix and incorporated multifactor capabilities, including fingerprint and biometric authentication, to support rapid service delivery.

Results

The adoption of next-gen IAM has allowed TIAA to gain significant momentum in its digital business models. The company has successfully deployed unique capabilities like peek view and biometric logins that provide a seamless yet secure user experience. By leveraging standards-based technology, TIAA has been able to provide these features rapidly, making Ping Identity a critical partner in the success of their ongoing digital transformation.