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Creating an Omnichannel Experience
for Your Customers
Jeffrey Broberg
Security
CA Technologies
VP, Product Management
SCX17S
@CAWorld
#CAWorld
2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For Informational Purposes Only
Terms of this Presentation
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The presentation provided at CA
World 2015 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer
references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to (i) affect the rights
and/or obligations of CA or its licensees under any existing or future license agreement or services agreement relating to any CA software
product; or (ii) amend any product documentation or specifications for any CA software product. This presentation is based on current
information and resource allocations as of November 18, 2015, and is subject to change or withdrawal by CA at any time without notice. The
development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion.
Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in
this presentation, CA may make such release available to new licensees in the form of a regularly scheduled major product release. Such
release may be made available to licensees of the product who are active subscribers to CA maintenance and support, on a when and if-
available basis. The information in this presentation is not deemed to be incorporated into any contract.
3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
Digital business initiatives are at the forefront of
enterprise growth strategies in today's application
economy. Enterprises are looking to take advantage
of new technology and create opportunities to
launch innovative new services and open up the
enterprise. CA Security and API Management
solutions provide the ability to share enterprise
data and digital content over the internet securely
empowering developers to create apps across all of
these new channels.
Jeffrey
Broberg
CA Technologies
VP, Product
Management
4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Demanding Consumers
Want a great experience that gives them choice &
control and is simple & seamless!
5 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
OmnichannelOne Channel Multichannel
Give Consumers A Great Omnichannel Experience
Consumer centric, seamless, across all endpoints
6 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
The Omnichannel “Retail” Experience is Across Multiple
Industries
Add Yours Here!
7 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Omnichannel Means Choices for the Consumer…
 How do you like to interact
with the companies you
work with?
 How has that changed?
 What is your expectation as
you interact from different
end-points?
8 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
…But Omnichannel Is Not Easy
1. Have to design and deliver for the endpoint but break the
application delivery silos
– Common services (APIs) to support delivery regardless of endpoint
2. Consistent, continuous experience as the customer shifts
from channel to channel along their journey
– Manage identity and track interaction across channels
3. Looking at the entire interaction (across channels) to get a
better picture of security, risk, and relationship
– Use the right level of security for each interaction type
9 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Does Experience on Web = Mobile = IoT?
Answer: Clearly NOT!
10 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Design CX for Endpoint
11 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Securely Externalize the Business via API
Monitor usage and service levels
/ report on usage for billing
Capture new routes to market and maintain customer engagement with secure
API access to business data and services
Secure API interfaces from
attacks & fraud / encrypt
sensitive data
Transform back end applications
into standard interfaces
Enable developer access to API /
market API to partnersIndirect Sales
Partners
Allow customers to access data from the latest
mobile apps
Sell your products through consumer
channels
Link connected devices to data stores and web UI
Connected Devices -
Internet of Things
Mainframe
Cloud Services
Custom Apps
Big Data
COTS Apps
12 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Secure Risk-based access & analytics
 Device
 Geolocation
 Velocity
 User history
 Fraud patterns
REJECT/STEP-UP AUTH
ANY
ENDPOINT
Context-based
authentication
 Adopt risk-based approach to user authentication
 Provide step-up authentication like one-time passwords for
suspicious activities/transactions
 Centralize security policy management
What you need to do
 Increases security without inconveniencing end
users
 Detects and blocks fraud with real-time risk analysis
 Improves security and reduces security admin costs
Value to your business
Partners
Customers
Employees
Flexible Access
Mgt & SSO
CA Omnichannel Access Solution
14 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
CA’s Omnichannel Access Solution Capabilities
1. API management and security
2. Single sign-on
3. Risk evaluation
4. Step-up authentication including one-time password
5. Device registration and fingerprinting (DNA)
15 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Omnichannel Solution Allows For A ‘Plug and Play
Architecture’
SSO
User Profile
Logging &
Trends
Automated
VPN
Network
Risk
Analyzer
Risk
Device
Registration
Location
Identifier
One Time
Password
API
Management
16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
API
Gateway
Risk Analysis
Authentication
SSO
Back End API used
by App or Single
Page App
Cloud
Applications
Business
Applications
PC Laptop
Web Browser
BYOD
Omnichannel defines an architecture and set of best practices and
policies on how our security solutions can be used to deliver both web
and mobile solutions
API Calls with HTTP
Header or Message
Fields Encoding
DeviceDNA Output
Standard Web Calls
incorporating
DeviceDNA Output
REST Calls to
Risk API
returning Risk
Assessment
And/Or Action
Standard Agent
calls Step Up or
Deny Actions
17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
SSO
Back End API used
by App or Single
Page App
Cloud
Applications
Business
Applications
PC Laptop
Web Browser
BYOD
Omnichannel defines an architecture and set of best practices and
policies on how our security solutions can be used to deliver both web
and mobile solutions
Standard Web Calls
incorporating
DeviceDNA Output
Standard Agent
calls Step Up or
Deny Actions
18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Risk Analysis
Authentication
SSO
Back End API used
by App or Single
Page App
Cloud
Applications
Business
Applications
PC Laptop
Web Browser
BYOD
Omnichannel defines an architecture and set of best practices and
policies on how our security solutions can be used to deliver both web
and mobile solutions
Standard Web Calls
incorporating
DeviceDNA Output
Standard Agent
calls Step Up or
Deny Actions
19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
API
Gateway
Risk Analysis
Authentication
SSO
Back End API used
by App or Single
Page App
Cloud
Applications
Business
Applications
PC Laptop
Web Browser
BYOD
Omnichannel defines an architecture and set of best practices and
policies on how our security solutions can be used to deliver both web
and mobile solutions
API Calls with HTTP
Header or Message
Fields Encoding
DeviceDNA Output
Standard Web Calls
incorporating
DeviceDNA Output
REST Calls to
Risk API
returning Risk
Assessment
And/Or Action
Standard Agent
calls Step Up or
Deny Actions
20 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
The OneAccess Solution: Omnichannel for
Employees
21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Many Departments and Many Disciplines; One Mission: Amazing User Experience
ContractorsPartners
Vendors
Suppliers
Sales
Treasury
Marketing IT
Communication
SaaS
Security
Legal
FinanceHR
My Personal Access Devices I Can Use Is it Secured Is it Simple to Use That new applicationIs it global
Engineering
Support
22 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Omnichannel For Employees: Simple Access To Corporate
Sites Regardless of Location or Device
Logout
Browser
Token Destroy
/ Invalidate
CA OneAccess
23 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Results
Today, consumers expect Omnichannel interaction capabilities (including retail, web, mobile, IoT, and social)
from your organization. You also want to capture new routes to market and maintain customer engagement
while securing access to business data and services appropriately based on the consumer touch point and
engagement type.
With CA’s Omnichannel solution, you can ensure a great consumer experience while protecting access to
websites and APIs and while providing consistent risk evaluation and set-up authentication across the
various touch points.
Summary
A Few Words to Review
24 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
We want to hear from you!
 CA has engaged IT Central Station to generate product
reviews for our Security products.
 ITCS staff is at this session now! (look for their shirts). If you
would like to offer a product review, please ask them.
Note:
 Only takes 5-7 mins
 You have total control over the review
 It can be anonymous, if required
25 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions
SESSION # TITLE DATE/TIME
DO3X102S
Case Study: American Family Insurance Shifts to a Mobile-
First Development Strategy with CA API Management
11/19/2015 at 03:00pm
DO3X97S
Tech Primer: Home Under Siege – How APIs Will Secure
the Internet of Our Things
11/19/2015 at 03:45 pm
26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must See Demos
Secure Omni-
Channel Access
Exhibition Center
Security Content
Area
Enable a Secure
Digital Workspace
Security
Innovations
Exhibition Center
Security Content
Area
Exhibition Center
Security Content
Area
Extend Existing
Architectures
Securely with APIs
Exhibition Center
DevOps Content
Area
27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Q & A
28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

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Creating an Omnichannel Experience for Your Customers

  • 1. Creating an Omnichannel Experience for Your Customers Jeffrey Broberg Security CA Technologies VP, Product Management SCX17S @CAWorld #CAWorld
  • 2. 2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For Informational Purposes Only Terms of this Presentation © 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The presentation provided at CA World 2015 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary. Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. This presentation is based on current information and resource allocations as of November 18, 2015, and is subject to change or withdrawal by CA at any time without notice. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA may make such release available to new licensees in the form of a regularly scheduled major product release. Such release may be made available to licensees of the product who are active subscribers to CA maintenance and support, on a when and if- available basis. The information in this presentation is not deemed to be incorporated into any contract.
  • 3. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract Digital business initiatives are at the forefront of enterprise growth strategies in today's application economy. Enterprises are looking to take advantage of new technology and create opportunities to launch innovative new services and open up the enterprise. CA Security and API Management solutions provide the ability to share enterprise data and digital content over the internet securely empowering developers to create apps across all of these new channels. Jeffrey Broberg CA Technologies VP, Product Management
  • 4. 4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Demanding Consumers Want a great experience that gives them choice & control and is simple & seamless!
  • 5. 5 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD OmnichannelOne Channel Multichannel Give Consumers A Great Omnichannel Experience Consumer centric, seamless, across all endpoints
  • 6. 6 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD The Omnichannel “Retail” Experience is Across Multiple Industries Add Yours Here!
  • 7. 7 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omnichannel Means Choices for the Consumer…  How do you like to interact with the companies you work with?  How has that changed?  What is your expectation as you interact from different end-points?
  • 8. 8 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD …But Omnichannel Is Not Easy 1. Have to design and deliver for the endpoint but break the application delivery silos – Common services (APIs) to support delivery regardless of endpoint 2. Consistent, continuous experience as the customer shifts from channel to channel along their journey – Manage identity and track interaction across channels 3. Looking at the entire interaction (across channels) to get a better picture of security, risk, and relationship – Use the right level of security for each interaction type
  • 9. 9 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Does Experience on Web = Mobile = IoT? Answer: Clearly NOT!
  • 10. 10 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Design CX for Endpoint
  • 11. 11 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Securely Externalize the Business via API Monitor usage and service levels / report on usage for billing Capture new routes to market and maintain customer engagement with secure API access to business data and services Secure API interfaces from attacks & fraud / encrypt sensitive data Transform back end applications into standard interfaces Enable developer access to API / market API to partnersIndirect Sales Partners Allow customers to access data from the latest mobile apps Sell your products through consumer channels Link connected devices to data stores and web UI Connected Devices - Internet of Things Mainframe Cloud Services Custom Apps Big Data COTS Apps
  • 12. 12 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Secure Risk-based access & analytics  Device  Geolocation  Velocity  User history  Fraud patterns REJECT/STEP-UP AUTH ANY ENDPOINT Context-based authentication  Adopt risk-based approach to user authentication  Provide step-up authentication like one-time passwords for suspicious activities/transactions  Centralize security policy management What you need to do  Increases security without inconveniencing end users  Detects and blocks fraud with real-time risk analysis  Improves security and reduces security admin costs Value to your business Partners Customers Employees Flexible Access Mgt & SSO
  • 14. 14 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA’s Omnichannel Access Solution Capabilities 1. API management and security 2. Single sign-on 3. Risk evaluation 4. Step-up authentication including one-time password 5. Device registration and fingerprinting (DNA)
  • 15. 15 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omnichannel Solution Allows For A ‘Plug and Play Architecture’ SSO User Profile Logging & Trends Automated VPN Network Risk Analyzer Risk Device Registration Location Identifier One Time Password API Management
  • 16. 16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD API Gateway Risk Analysis Authentication SSO Back End API used by App or Single Page App Cloud Applications Business Applications PC Laptop Web Browser BYOD Omnichannel defines an architecture and set of best practices and policies on how our security solutions can be used to deliver both web and mobile solutions API Calls with HTTP Header or Message Fields Encoding DeviceDNA Output Standard Web Calls incorporating DeviceDNA Output REST Calls to Risk API returning Risk Assessment And/Or Action Standard Agent calls Step Up or Deny Actions
  • 17. 17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD SSO Back End API used by App or Single Page App Cloud Applications Business Applications PC Laptop Web Browser BYOD Omnichannel defines an architecture and set of best practices and policies on how our security solutions can be used to deliver both web and mobile solutions Standard Web Calls incorporating DeviceDNA Output Standard Agent calls Step Up or Deny Actions
  • 18. 18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Risk Analysis Authentication SSO Back End API used by App or Single Page App Cloud Applications Business Applications PC Laptop Web Browser BYOD Omnichannel defines an architecture and set of best practices and policies on how our security solutions can be used to deliver both web and mobile solutions Standard Web Calls incorporating DeviceDNA Output Standard Agent calls Step Up or Deny Actions
  • 19. 19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD API Gateway Risk Analysis Authentication SSO Back End API used by App or Single Page App Cloud Applications Business Applications PC Laptop Web Browser BYOD Omnichannel defines an architecture and set of best practices and policies on how our security solutions can be used to deliver both web and mobile solutions API Calls with HTTP Header or Message Fields Encoding DeviceDNA Output Standard Web Calls incorporating DeviceDNA Output REST Calls to Risk API returning Risk Assessment And/Or Action Standard Agent calls Step Up or Deny Actions
  • 20. 20 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD The OneAccess Solution: Omnichannel for Employees
  • 21. 21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Many Departments and Many Disciplines; One Mission: Amazing User Experience ContractorsPartners Vendors Suppliers Sales Treasury Marketing IT Communication SaaS Security Legal FinanceHR My Personal Access Devices I Can Use Is it Secured Is it Simple to Use That new applicationIs it global Engineering Support
  • 22. 22 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Omnichannel For Employees: Simple Access To Corporate Sites Regardless of Location or Device Logout Browser Token Destroy / Invalidate CA OneAccess
  • 23. 23 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Results Today, consumers expect Omnichannel interaction capabilities (including retail, web, mobile, IoT, and social) from your organization. You also want to capture new routes to market and maintain customer engagement while securing access to business data and services appropriately based on the consumer touch point and engagement type. With CA’s Omnichannel solution, you can ensure a great consumer experience while protecting access to websites and APIs and while providing consistent risk evaluation and set-up authentication across the various touch points. Summary A Few Words to Review
  • 24. 24 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD We want to hear from you!  CA has engaged IT Central Station to generate product reviews for our Security products.  ITCS staff is at this session now! (look for their shirts). If you would like to offer a product review, please ask them. Note:  Only takes 5-7 mins  You have total control over the review  It can be anonymous, if required
  • 25. 25 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME DO3X102S Case Study: American Family Insurance Shifts to a Mobile- First Development Strategy with CA API Management 11/19/2015 at 03:00pm DO3X97S Tech Primer: Home Under Siege – How APIs Will Secure the Internet of Our Things 11/19/2015 at 03:45 pm
  • 26. 26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Must See Demos Secure Omni- Channel Access Exhibition Center Security Content Area Enable a Secure Digital Workspace Security Innovations Exhibition Center Security Content Area Exhibition Center Security Content Area Extend Existing Architectures Securely with APIs Exhibition Center DevOps Content Area
  • 27. 27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Q & A
  • 28. 28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For More Information To learn more, please visit: http://cainc.to/Nv2VOe CA World ’15