When Customers Win: OmniChannel Authentication
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The document discusses omnichannel authentication, emphasizing its importance in ensuring a seamless and secure customer experience across various touchpoints. It outlines strategies to improve security and user experience, including understanding risk and context, adapting to changes, and implementing device-based and multifactor authentication. Research findings highlight consumer preferences for ease of use balanced with security, indicating an opportunity for businesses to enhance customer satisfaction and streamline authentication processes.
When Customers Win: OmniChannel Authentication
- 1. When Customers Win: OmniChannel Authentication MICHAEL THELANDER, DIRECTOR OF PRODUCT MARKETING
- 2. Authentication “The corroboration of a claimed identity to an agreed-upon level of assurance.”
- 6. W H E N C U S T O M E R S W I N : O M N I C H A N N E L A U T H E N T I C AT I O N WHAT IS OMNICHANNEL AUTHENTICATION? THE IMPORTANCE OF RISK AND CONTEXT WHAT IS REQUIRED? BENEFITS TO YOU AND YOUR CUSTOMERS
- 7. WHAT IS OMNICHANNEL AUTHENTICATION?
- 8. WHAT IS OMNICHANNEL AUTHENTICATION? T H E S A M E E X P E R I E N C E A C R O S S A L L C O N S U M E R T O U C H P O I N T S
- 9. WHAT IS OMNICHANNEL AUTHENTICATION? T H E S A M E E X P E R I E N C E A C R O S S A L L C O N S U M E R T O U C H P O I N T S
- 10. THE IMPORTANCE OF RISK AND CONTEXT
- 11. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better1
- 12. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better1
- 13. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better 1 2
- 14. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better 1 2
- 15. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change 1 2 3
- 16. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change 1 2 3
- 17. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change Have tools that help you respond to those changes 1 2 3 4
- 18. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Adapt as risk and context change Have tools that help you respond to those changes 1 2 3 4
- 19. THE IMPORTANCE OF RISK AND CONTEXT F O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E Understand the risks better Understand the context better Be able to adapt as risk and context change Use tools that help you respond to those changes 1 2 3 4
- 21. WHAT DOES OMNICHANNEL REQUIRE? M U LT I P L E S O L U T I O N S C E N T E R E D O N T H E C U S T O M E R ’ S D E V I C E Transparent, device-based authentication that provides context Risk-aware multifactor authentication that provides variable assurance 1 2 3
- 22. WHAT DO WE MEAN BY “DEVICE -BASED”? M A C H I N E L E A R N I N G T H AT A U T H E N T I C AT E S A K N O W N D E V I C E Transparent device-based authentication eliminates friction for most users Turns your customer’s mobile device into a reliable possession factor Machine learning continuously assesses devices Highlights the risk and context of any device Adaptive, contextual response drives step-up authentication and subsequent actions MINIMUM THRESHOLD MAXIMUM THRESHOLD Original Device Print Returning Device Print
- 23. WHAT DO WE MEAN BY “MULTIFACTOR”? M O B I L E - B A S E D A U T H E N T I C AT I O N T H AT D E L I V E R S A VA R I E T Y O F F A C T O R S Something you KNOW Something you HAVE Something you ARE
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- 25. AUTHENTICATION AND USER EXPERIENCE Lower Risk Higher Risk Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION 80% 15% 5%
- 27. EVASION IP ADDRESS JAILBROKENGEOLOCATION SECURITY RISK ASSOCIATIONS INITIAL REGISTRATION AUTHENTICATED
- 28. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION
- 31. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION
- 33. I agree YOU ARE who you say you are…. But are you AUTHORIZED to do what you’re asking to do?
- 34. Real-time Authorization For Multiple Authorizers OR A U T H O R I Z E I N D I V I D UA L O R G R O U P T R A N S A C T I O N S
- 35. Transparent DEVICE-BASED AUTHENTICATION SERVICE Interactive MOBILE MULTIFACTOR AUTHENTICATION Real-time EXPLICIT AUTHORIZATION The Right Authentication for Every Channel and Every Level of Risk
- 36. BENEFITS TO YOU AND YOUR CUSTOMERS
- 37. 1,095 US Consumers Mixed demographics Priorities between ease- of-use and security Authentication impacts Willingness to pay for stronger authentication What is their confidence? AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
- 38. Ease of use is only marginally more important than security and fraud prevention Equally true for all demographics With regard to interactive authentication and authorization, Millennials and Seniors are alike in many respects AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
- 39. There’s a high willingness to use alternate authentication methods … And very few who are not at all willing AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
- 40. Willingness to change increases as expected with an incentive in place AITE REPORT N E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S
- 41. Usability is a competitive differentiator Improved authentication enables your mobile application strategy Your customers create more sessions ad transaction if authentication is not a barrier Customer satisfaction is disproportionately based on digital experience WHEN CONSUMERS WIN … B U S I N E S S T E A M S A N D S E C U R I T Y T E A M S A L S O W I N Start on a “path to passwordless” Reduce costs by simplifying and unifying authentication and authorization experiences Gradually reduce – and then eliminate – your on-premise credential stores Leverage the risk and contextual insight the fraud prevention teams already generate Benefits for Business Leaders Benefits for Risk & Security Teams
Editor's Notes
- #3: Authentication is simple in concept, but extraordinarily hard in practice. Especially when we consider authenticating large groups of external consumers. Three distinctions add complexity: Who’s corroborating? Which identity is being claimed, your enterprise identity or your Facebook identity? And How much assurance do we need, and for what request?
- #4: When we we develop software or services for authentication we imagine that it looks like this: peaceful, graceful handover of credentials with a peaceful graceful – and fast! – corroborating check.
- #5: In reality it looks like this. It’s frankly a bad experience for everyone. Lost passwords, failed captchas, KBA questions no one knows the answer to any more.
- #6: This tug of war is complicated by stakeholders ranging from the CISO’s group, the security architects, the head or risk. Fortunately for the end user, product owners and UX experts are now weighing in on their behalf.
- #7: Agenda today
- #12: RISK: Depth of Field. I know there’s a VPN at work in this session, but is that bad? It depends on whether the session is violating velocity rules, like creating multiple new accounts.
- #14: CONTEXT: Breadth of Field How can I get as much insight into every session as possible? The device seems normal, but why is the OS recently updated and the browser 6 versions old? Is an emulator at work?
- #16: Understand that risk and context change routinely ….
- #18: And that you need multiple authentication and detection tools working in a layered strategy to deal with these changes.