Security And Customer Experience

There are multiple channels and over multiple devices that customers are using these days to interact with brands. This as a matter of fact pushed the fundamental shift on how to properly accommodate multichannel customer behaviors. 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. The truth is, customers can quickly lose their trust on your brand with just a single breach. Because each security measure that you take comes at the expense of CX or Customer Experience, this is bringing lots of questions on how brands will be able to 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 – there are several cIAM solutions out there today and they all come with different capabilities and security features. So, if you have plans of buying one for your brand, be sure that it comes with your preferred security feature. For you to be sure that you’re talking with the right cIAM vendor, you’ve got to ask them questions similar to 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.
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Number 2. Enable secure and smooth authentication – multifactor authentication is a good initiative with regards to security. Multifactor authentication technology is requiring users to provide various forms of verification to be able 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, the users will need to submit their credentials and when done, there’s an OTP or One-time password login sent to the registered phone number.

Number 3. Centralizing and securing data – if you like to have seamless multichannel experience to your consumers, then it is crucial to have a centralized data which is then dispersed across various places. When you go to centralized profiles, you can apply security at different areas similar to authentication, access control, data layer and the likes. 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. Generally, having stronger encryption means more security but there needs to be balance to it.

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