// FEATURE // banking application might prompt for 2FA again during a transaction to ensure security .

4 . Self-service

Self-service capabilities are crucial for enhancing user experience and reducing operational costs . The efficiency with which users can recover lost or forgotten credentials is significantly influenced by the ease of access provided by self-service options . These options empower users to undertake actions faster or outside regular business hours . Operationally , these options automate common customer service and support tasks , saving businesses substantial contact centre and chat-based labour costs . Essential self-service features include simple password resets , recovery of forgotten user IDs and the ability to manage MFA options like authenticator apps , passkeys and security keys .

Additionally , users need to have access to their activity logs , which show when and from which devices they accessed their accounts . This transparency allows users to audit their activity and take necessary actions based on this information . Compliance with privacy regulations , such as GDPR , requires facilitating self-service features that allow users to view accepted terms and conditions , download their data and opt out of services .

5 . Integration with systems of record and business insight tools

This competency involves embedding identity into the organisation ’ s business processes and tools , facilitating seamless interactions across various applications and workflows .

Businesses often evolve to have multiple siloed identity repositories serving different lines of business ( LOBs ) and their respective applications . To achieve a centralised CIAM system , unifying identity management across all business properties , including various external-facing websites , is essential . This unification may require migrating siloed user data repositories or their bidirectional integration to synchronise user profiles .

Similarly , integrating CIAM with other customer data repositories , such as Customer Relationship Management ( CRM ) systems , is vital to achieving a more unified customer experience by improving data consistency and enhancing customer insights and operational efficiency . Integrating CIAM with business insight tools such as cyber / web fraud management systems , incorporating risk-based authentication and behavioural biometrics and transaction monitoring systems help identify and mitigate fraud effectively .

Striking the right balance across these five pillars is crucial . Together , they enable frictionless , personalised customer experiences , ensure robust security and compliance and enhance operational efficiency . This means organisations can drive higher adoption rates and foster business growth , ensuring they remain competitive in today ’ s dynamic digital landscape . �

STRONG AUTHENTICATION PREVENTS ACCOUNT TAKEOVERS , PASSWORD SNOOPING AND PASSWORD STUFFING , KEEPING UNAUTHORISED USERS OUT THROUGH ROBUST AUTHENTICATION POLICIES .

Intelligent SME . tech

43