This document discusses how customer identity and experience are driving digital business trends. It notes that CEOs see technology advances and digital disruption as top trends transforming expectations. Many organizations are adopting IoT and improving their online customer experience. The document advocates that building customer trust through privacy and consent is key to enabling frictionless transactions across channels. It positions ForgeRock as the leading identity security platform to help businesses connect old and new systems to engage customers through a unified digital identity.

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Mike Ellis, CEO
Paris Identity Summit
Customer Identity Builds Digital Trust

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Global Conversation – Digital Disruption

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Source: Gartner, Forrester
74%
of CEOs rate technology
advances as one of the
top three global trends
likely to transform
expectations of their
business
50%
growth in the number
of organizations adopting
the IoT in 2016
45%
of companies surveyed
specifically cited
omnichannel capabilities
among their top initiatives
63%
of businesses plan to
improve the 'online
customer experience' in
the coming year
Enterprise Trends

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Frictionless Personalised Device / IoT
Customer Experience

8. © 2016 ForgeRock. All rights reserved. Source: Forrester Research and Watermark Consulting
S&P 500
Index
Customer
experience leaders
CUMULATIVE
TOTAL
RETURN
Customer
experience laggards
-33.9%
43.0%
Customer Experience Drives ROI
14.5%

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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
Single Persistent View of the Customer
Enables omnichannel digital engagement
1. 2. 3. 4.

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Everyone
And
Every Thing
Identity For
A Single Customer, Intelligent Journey - Across Lines of Business

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Superior Customer Experience = Revenue
Customers Devices Employees Things

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Mike’s
Toyota
Camry
The
Drive Thru
4BNN477
Enable Frictionless Transactions
Personalised
Order
Toyota
Camry
Seamless,
Secure
Payment

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Trust …
Privacy
and Consent

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AuthoriseAuthenticate Context VerifyIdentify
Context = Security
Monitor
Continuous Security

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Devices
Portals,
applications, web
services, APIs
New Systems Legacy Systems
Consumers
Connect New
Services to
Existing
Infrastructure
Things
Cloud Apps Partners
Legacy AppsEnterprise Apps
Data Centers
Digital Identity Transformation
Connecting Old and New Systems for Customer Engagement and Omnichannel

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TRUST
BRAND

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2010 Founded
10 Offices worldwide with headquarters in San Francisco
400+ Employees
600+ Enterprise Customers
50% Americas / 50% International commercial revenues
30+ Countries
ForgeRock
The leading, next-generation,
identity security software platform, driving digital business.

18. © 2016 ForgeRock. All rights reserved.
Thank You