As today's hyper-connected customers transact business online using mobile apps, self-service web portals, kiosks and connected devices, they expect a secure and seamless experience with your brand. Customer identity is central to providing a consistent, unified experience across these engagement channels, and it can give you an edge on your competition.


At the same time, protecting customer identity and profile data is crucial. Managing customer identities requires a careful balance between convenience and security. But how do you strike that balance?


When it comes to identity and access management (IAM), there’s a fundamental difference between your customers and your employees: your customers have a choice. They can go to a competitor and won’t hesitate to do so if their customer experience expectations aren’t met.


They’ll also do business elsewhere if they question the security of their interactions or fear their personal data may be compromised. In our always-on world of news and information, a breach involving customer identities has the potential to be extremely damaging.


Customer identity and access management (CIAM) addresses these specific concerns. A CIAM solution can provide secure, seamless customer experiences and the ability to support digital services across multiple engagement channels at extreme scale and performance. It can also help customer conversion through consistent registration and authentication options. These critical benefits are not addressed by traditional IAM solutions.


Understanding the opportunities that CIAM brings, how it’s different than enterprise IAM and how to choose and implement a CIAM solution may seem like a daunting task. This guide will put you on the right path to selecting the best CIAM solution for your enterprise.


Chapter 1