Build a Trust Platform to Enable a Frictionless Customer Experience

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Build a Trust Platform to Enable a Frictionless

Customer Experience

Andrew Latham – Director of Customer Engineering, ForgeRock

2


— http://www.google.com


Trust doesn't come with a refill.

Once it’s gone, you probably won’t get it back. And if you do,

it will never be the same!

And that is a fact!


Customer Experience Drives ROI

Source: Forrester Research and Watermark Consulting

S&P 500 Index

Customer experience leaders

CUMULATIVE TOTAL

RETURN

50%

40%

30%

20%

10%

0%

-20%

-30%

-40% Customer experience laggards

-10%

14.5%

-33.9%

43.0%


Gartner Strategic Planning AssumptionFrictionless Customer Engagement

PROPRIETARY AND CONFIDENTIAL

Organizations will use contextual, adaptive techniques with multi-factor authentication, by year-end 2017, up

from less than 5% in 2014

Enterprises employing biometric methods for user authentication

from mobile devices

20145%

2016

30% >35%


Trends – Customer Focused

79% 54% 52%

Consider their banking relationship

to be merely transactional – up

8% since 2014

Are interested in banks locating

discounts

Want proactive product

recommendations



CUSTOMER


Challenge• Build a customer portal that provides a state-of-the-art, secure online

experience 24/7/365

• Provide customers with a personalized insurance experience, enable them to manage policies, make payments, get quotes, make claims, etc.

• Support Large Scale (~25 Million Users)

Solution• ForgeRock Identity Platform is foundation for GEICO online customer

portal

• Business units now have a common, consolidated view of customers and their policies, able to cross sell and upsell

• Federated services and insurance products provided by business partners

• Better customer experience – a single user profile and and one set of credentials

“ForgeRock understood what it meant to create a modern, best-in-class Web experience for our large and exceedingly diverse customer base”

Greg Kalinsky, Senior Vice President & Chief Information Officer, GEICO


Customer Requirements• Health care (HSPD) cloud

patient identity• Digital identity for IoT /

medical device• Patient privacy and

security

Solution• Common identity platform• Single view of the patient• Relationship

management between provider, patient, and device

• IoT and patient digital identity

• Privacy & Consent

Patient

Technician Authentication/Authorization

Authentication/Authorization

Authentication/Authorization


Live your ”Why”


Social

https://www.youtube.com/user/ForgeRock

https://www.youtube.com/user/ForgeRock


Transparent


Interoperable


Ownership




Relationships


Perimeter-Based Security Identity-Based Security

Identity Access Management (IAM) Identity Relationship Management (IRM)

Inhibits Digital Business Enables Digital Business

Enterprises must adapt to the new security paradigm

NEW OLD


Identity Access Management Identity Relationship ManagementCustomers(millions)

On-premises

People

Applicationsand data

PCs

Endpoints

Workforce(thousands)

Partners andSuppliers

Customers(millions)

On-premises PublicCloud

PrivateCloud

People

Things(Tens of millions)

Applicationsand data

PCs PhonesTabletsSmart

WatchesEndpoints

Digital Transformation & Customer Engagement RequireIdentity Relationship Management (IRM)


ScaleScaleScale

Contextual Identity &

Trust

IoT Ready

Open Source

UnifiedPlatform

SingleView

Customer Transformation‘Fintech-Like’ Innovation


Higher Retention Rates

Consumer engagement drives higher

loyalty and LTV

Stronger Brand

Quality service drives brand

recommendations

Higher Share of Wallet

Engaged consumers

buy additional products

Differentiation

Superior consumer experience is a key

differentiator


Talk• to me and your peers

Visit• The ForgeRock stand (#67)

Read• www.forgerock.com• https://

kantarainitiative.org/confluence/display/uma/Home

http://www.forgerock.com/

https://kantarainitiative.org/confluence/display/uma/Home

https://kantarainitiative.org/confluence/display/uma/Home

Software

Build a Trust Platform to Enable a Frictionless Customer Experience