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Improving Both Customer Experience And Security There are multiple channels and over multiple devices that customers are using these days to interact with brands. This has lead to the fundamental shift on how new multichannel customer behaviors are accommodated. It isn’t longer an exception these days to provide a smooth multichannel experience but more of a rule. Connected customer experience can literally bring a competitive edge to your brand. On the other hand, this has made security to become more and more crucial like never before particularly if you are dealing with sensitive data of thousands of customers. In fact, just a single breach is enough to make your customers lose their trust on your brand. Since each and every security measure you take comes at the expense of CX or Customer Experience, this brings lots of questions on how brands can strike a balance between security and customer experience. The good thing is, there are 3 ways on how you can do this like what is listed below:
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Number 1. Finding cIAM solution – today, there are plenty of cIAM solutions out there and each of it has different capabilities and security features. So, if you are planning to buy one for your brand, make it a point that it comes with the preferred security feature you want. You’ve got to ask your prospective cIAM vendor like how does the solution performance is affected on allowing security features, does the solution has application and data level security, does the solution is notifying admin of privileged account activity and so forth to ensure that you’re with the right one.
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Number 2. Enable secure and smooth authentication – when it comes to security, it is a good initiative to have multifactor authentication. Multifactor authentication technology is demanding users to provide different forms of verification to prove his or her identity. A common approach with regards to MFA is that, it needs users to go through 2 levels of authentication. First, users have to submit their credentials and once done an OTP or One-time password login is sent into registered mobile number. Number 3. Centralizing and securing data – it is crucial to have a centralized data which is then dispersed across various places if you like to have seamless multichannel experience to your consumers. As you go to centralized profiles, you can integrate security at different sections such as authentication, access control, data layer and so on. Any missed area can compromise the security or customer experience is ruined or worse case scenario, it can be both. Majority of the security requirements such as end to end encryption doesn’t directly affect customer experience. Because in general, the stronger the encryption, the more secure it is but, there has to be a balance to it.