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Security And Customer Experience Customers of this modern time interact with brands through multiple channels and over multiple devices. 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. At the same time however, security is becoming more and more crucial like never before especially if you’re 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. Well fortunately, there are various ways on how this can be done like what’s listed below:
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Number 1. Finding cIAM solution – there are a number of cIAM solutions out there today which come with 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. For you to ensure that you are talking with the right cIAM vendor, ask them questions 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.
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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 requiring users to provide various forms of verification to be able to prove his or her identity. Common approach with regards to MFA is, it needs the user to go through 2 levels of authentication. First, the users need to submit their credentials and once done an OTP or One-time password login is sent into the mobile number registered. 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. Most of the security requirements similar to end to end encryption doesn’t directly affect customer experience. In general, the stronger the encryption, the more secure it is however, there needs to be balance to it.