Keith Casey - Transform the customer experience with a modern customer identity and access management (CIAM) solution
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The document discusses Customer Identity and Access Management (CIAM), emphasizing its importance in managing customer identities for digital engagement amid rising complexity and consumer expectations. It highlights macro trends reshaping the industry, such as the shift to software-driven businesses and the necessity for innovative digital strategies. CIAM solutions are portrayed as critical for maintaining security, enhancing user experience, and driving business growth through improved customer interactions and streamlined identity management.
Keith Casey - Transform the customer experience with a modern customer identity and access management (CIAM) solution
- 1. D. Keith Casey, Jr. CIAM in an Uncertain World API Problem Solver
- 2. © Okta and/or its affiliates. All rights reserved. Okta Confidential 2 What is CIAM?
- 3. © Okta and/or its affiliates. All rights reserved. Okta Confidential 3 Digital has redefined customer engagement
- 4. © Okta and/or its affiliates. All rights reserved. Okta Confidential 4 What are the macro trends shaping the industry?
- 5. Time #ofConnectedDevices 41.6 billion devices connected by 2025 Client Server Distributed Processing Laptops High Speed Internet Virtualization Mobile App Explosion IoT Containers Cloud Desktop PCs • Growing complexity is driving risk and costs • Enterprises carry the burden of legacy systems • Need to innovate faster to survive disruptive shifts • CEOs want growth and simplified operations Mainframes Here’s what’s happening in the world
- 6. © Okta and/or its affiliates. All rights reserved. Okta Confidential Software is eating the world, in all sectors “In the future every company will become a software company
- 7. © Okta and/or its affiliates. All rights reserved. Okta Confidential The “Amazon Effect” is felt across all sectors 1. Enhanced Experience 2. Raised Expectations 3. New Norm Book stores Entertainment industry Grocery stores Shipping Banking Travel Lodging & hotels Automotive Insurance Medicine Space travel
- 8. © Okta and/or its affiliates. All rights reserved. Okta Confidential A successful digital strategy is the key to growth 8
- 9. © Okta and/or its affiliates. All rights reserved. Okta Confidential Websites On Prem Brick & Mortar Apps & Microservices Cloud Omnichannel Digital has redefined customer engagement Speed Skills Scale
- 10. © Okta and/or its affiliates. All rights reserved. Okta Confidential This is the age of the consumer 10 But if you violate my security or privacy, I’ll never use your company’s products again Read my mind, and I’ll happily give you $$$, loyalty, and recommend you to friends Give me what I want when I want it, wherever in the world I am, on whichever device I’m closest to Delete account Targeted Ad
- 11. © Okta and/or its affiliates. All rights reserved. Okta Confidential Trust is the New Digital Currency
- 12. 12 What does CIAM let us accomplish?
- 13. © Okta and/or its affiliates. All rights reserved. Okta Confidential 13 Customer (or Consumer) Identity and Access Management is focused specifically on managing the identities of customers who need access to consumer websites, mobile applications and devices. The biggest differentiator between CIAM and regular (internal) IAM is that in CIAM the consumers manage their own accounts and profile data.
- 14. © Okta and/or its affiliates. All rights reserved. Okta Confidential Circa 2016
- 15. © Okta and/or its affiliates. All rights reserved. Okta Confidential Circa 2018
- 16. © Okta and/or its affiliates. All rights reserved. Okta Confidential 16 Circa 2019
- 17. © Okta and/or its affiliates. All rights reserved. Okta Confidential What is a modern CIAM solution? 17 Registration Progressive Profiling Authentication Account validation Digital Identity Proofing User profile Management Password Management Strong Authentication Consent and Privacy Management Identity creation and storage Data aggregation and integration Multichannel support Marketing capabilities API protection Scale Marketing, Security and Privacy Needs
- 18. © Okta and/or its affiliates. All rights reserved. Okta Confidential 18 Digital transformation starts with identity transformation Identity is at the core of every digital strategy
- 19. © Okta and/or its affiliates. All rights reserved. Okta Confidential 19 How can we be successful at CIAM?
- 20. © Okta and/or its affiliates. All rights reserved. Okta Confidential 20 One identity platform for all use cases Cloud On-Prem Infrastructure Cloud On-Prem Applications Public Private APIs Partners (B2B) Employees / Contractors (B2E) Customers (B2C)Approval Workflow Identity Life Cycle Access Certification** Entitlement Management Access Request Policy and Role Management Auditing Reporting and Analytics for Control High Scale Self Service Privacy, Consent and Preference Progressive Profiling* Social Identity Integ Identity Proofing** Integration APIs/SDKs Marketing, CRM and Sales Integration* API Protection Account Provisioning Password Management SSO (Federation) Directory Services User Experience Workflow ERP Integration Fine-grained AuthZ AuthN UX Adaptative Access Reporting and Analytics for Relationships IAM CIAM
- 21. © Okta and/or its affiliates. All rights reserved. Okta Confidential 21 A secure identity platform unlocks innovation • Deliver a consistent experience across apps • Simplify registration and authentication • Meet project timelines • Maximize developer efficiency • Centralize access management company-wide • Give security team more control • Prevent security breaches • Meet compliance requirements Speed-to- market Centralized management Internet- scale security Frictionless experience
- 22. © Okta and/or its affiliates. All rights reserved. Okta Confidential MLB, Opening Day 2019 Situation: • Spins off MLBAM, losing their homegrown identity service • MLB decides focus on the business of baseball Okta Solution: • 7 months from purchase to Opening Day scale • Migrated 32M identities to Okta • Developer tools to speed dev • Extensive performance & load testing
- 23. © Okta and/or its affiliates. All rights reserved. Okta Confidential MGM Loyalty Program - Mlife Situation: • 3.2M customers • 7 different hotels, uneven experience Okta Solution: • Single set of credentials • Increased Mlife participation • Reduced help desk requests for account resets • Increased security for authentication
- 24. © Okta and/or its affiliates. All rights reserved. Okta Confidential 24 MGM Loyalty Program - Mlife 2 4
- 25. © Okta and/or its affiliates. All rights reserved. Okta Confidential 25 Pitney Bowes
- 26. © Okta and/or its affiliates. All rights reserved. Okta Confidential
- 27. © Okta and/or its affiliates. All rights reserved. Okta Confidential
- 28. © Okta and/or its affiliates. All rights reserved. Okta Confidential 28 Okta provides one unified identity layer to connect people, apps, and services, to the Commerce Cloud exposed to internal and 3rd party developers Realized impact: • Replaced on-prem solution for better operational efficiency and agility • 52 apps used by 2.8M users • Data accessible real-time • Improved reliability • Better customer experience • 4X faster time-to-market for new SaaS products • 10X+ increase in number of 3rd party developers Pitney Bowes Commerce Cloud
- 29. © Okta and/or its affiliates. All rights reserved. Okta Confidential The data validates CIAM 29 More than two-thirds of marketers say their companies compete mostly on the basis of customer experience. — Gartner Customers with the best experiences spend 140% more than those with the worst experiences. — Harvard Business Review Expedia lost $12 million from the addition of a simple field on their registration page. — ZDNet 66% 140% $12M
- 30. © Okta and/or its affiliates. All rights reserved. Okta Confidential 30 Where’s your org on the CIAM maturity curve? SECURITY,EFFICIENCY,GROWTH MATURITY • Developers build security • Developers required for any change • Per app user stores and credentials • Out-of-the-box authentication, authorization and user management • MFA with minimal friction • Centralized authorization • Risk modeling • Device state checks • Security orchestration • BYO consumer identity* • Continuous authentication* • AppSecurity-as-a-service* Custom experiences Unified identity Fragmented identity Everything integrated
- 31. D. Keith Casey, Jr. CIAM in an Uncertain World API Problem Solver