How to Modernize Identity Management and Improve Customer Experiences
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Customer identities are the connection point for social, mobile and online engagement across a variety of channels and apps. But legacy identity management systems aren’t capable of handling the scale and complexity of consumer-facing digital business scenarios. A modernized identity and preference management platform can accelerate your customer experience strategy, deliver web scale performance and unify data from different sources and silos to deliver a single customer view. Watch this webinar with Steve Shoaff, CEO of UnboundID and Lenny Blum, most recently VP of Collaboration & IAM at NBC Universal where he was an UnboundID customer. They share best practices in leveraging today’s identity and preference management solutions for improving customer experience!
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How to Modernize Identity Management and Improve Customer Experiences
- 1. © Copyright 2015 UnboundID, Inc. Webinar: How to Modernize Identity Management & Improve Customer Experiences With Identity Expert and UnboundID Customer Lenny Blum
- 2. © Copyright 2015 UnboundID, Inc. Agenda and Today’s Speakers Lenny Blum VP, Collaboration and Identity & Access Management (former) NBCUniversal 2 Steve Shoaff CEO UnboundID
- 3. © Copyright 2015 UnboundID, Inc. 3 • Collaborative Economy • Social, SaaS, Mobile • Internet of Things (IoT) • Systems of Engagement • Identity Theft • Fraud Management • Privacy • Shadow IT “By 2017, CMOs will spend more money on IT than CIOs.” “3/4s of businesses assert that customer experience is a critical business priority." “43% of IT organizations are aware that Shadow IT is occurring.” Identity Management Market is Changing Rapidly Trends & Predictions Escalated Risks
- 4. © Copyright 2015 UnboundID, Inc. 4 Identity as the New Perimeter…and as the Connector Partner InternalERP Suppliers Customers Social SaaSMobile
- 5. © Copyright 2015 UnboundID, Inc. 5 Leveraging Identity as the Connector Social Graph
- 6. © Copyright 2015 UnboundID, Inc. 6 Identity & Access Demands Are Changing Platform Audit and Control Change Business Process Changes Infrastructure Changes People and HR changes (Joiner, Mover and Leaver) Frictionless • Consumerization of IT Adaptable • Business Adaptability Visibility • Identity Insights • Scalability Matters • Single Identity • Business Enablement Existing Demands SaaS Mobile Social Privacy Collaboration New Demands External Identities
- 7. © Copyright 2015 UnboundID, Inc. 7 If Identity Is the Connective Glue… What About Business Enablement?
- 8. © Copyright 2015 UnboundID, Inc. And For Whom? Consumer Supplier Partner Contractor Employee
- 9. © Copyright 2015 UnboundID, Inc. 9 Business Enablement Shifting More Towards “Systems of Engagement” Systems of Engagement
- 10. © Copyright 2015 UnboundID, Inc. 10 So…How Do We Get to the Big Game?
- 11. © Copyright 2015 UnboundID, Inc. 11 Enabler (Platform)
- 12. © Copyright 2015 UnboundID, Inc. 12 Platform Needs to be Adaptable Single Pane of Glass Different HR Sources Point Service Providers Attribute Providers Vendors Customers Application Requirements •Data Synchronization •Performance & Scale Security & Control •Attribute Control •Privacy, Policy & Governance Interfaces Requirements •Standard Based •Cloud Intelligent Architected for Performance Architected for Users/Applications
- 13. © Copyright 2015 UnboundID, Inc. 13 Identity & Preference Brokering Customer Engagement Management Create Unified View of the Customer across Channels Customer Self-Managed Preference/PrivacyOptions Modernize Legacy Identity Management Transition to Customer IdentitySTAGE ModernizeLegacy IAM Customer IdentityServices for new customer-facingapp Expose Actionable Data from MDM Reusable identityservices and centralizedgovernancepolicies KEY INITIATIVES Platform Needs to Support an Identity Maturity Model
- 14. © Copyright 2015 UnboundID, Inc. 14 Dynamic Pricing Data Store Data Sync Metrics Engine Data Broker Secure | Scalable | Unified | Adaptable Partners Mobile Workers BYOD Contractors Mobile Social & Web Cloud & SaaS IoT Workforce Enablement Customer Engagement Systems of Engagement Systems of Record MDM CRM Big Data Legacy Directory Marketing Automation Loyalty Programs What Makes a Best-of-Breed Platform?
- 15. © Copyright 2015 UnboundID, Inc. Conclusion 15 • Business enablement and agility start with the right platform • Connecting data gives you insights • Data Quality improves with frictionless business process • Don’t underestimate the importance of consumer scale in the enterprise • Digital Identity is here
- 16. © Copyright 2015 UnboundID, Inc. Steve Shoaff, CEO of UnboundID
- 17. © Copyright 2015 UnboundID, Inc. • UnboundID has developed a next-generation identity and preference management platform • Customers use it to modernize legacy Identity and Access Management and enable new, customer-facing digital business strategies • 100% customer renewal rate and more than 1 billion identities deployed with some of the world’s most influential brands 17 Who is UnboundID? PARTNERSCUSTOMER EXAMPLES
- 18. © Copyright 2015 UnboundID, Inc. Modernizing Legacy Identity Management can be an important first step 18
- 19. © Copyright 2015 UnboundID, Inc. Identity & Preference Brokering Customer Engagement Management Create Unified View of the Customer across Channels Customer Self-Managed Preference/PrivacyOptions However, there is a more strategic journey and maturity model for Identity & Preference Management OneIdentity Platform Modernize Legacy Identity Management Transition to Customer IdentitySTAGE ModernizeLegacy IAM Customer IdentityServices for new customer-facing app Expose Actionable Data from MDM Reusable identityservices and centralizedgovernancepolicies KEY INITIATIVES
- 20. © Copyright 2015 UnboundID, Inc. What are the Business Drivers? 20 Provide a world-class customer experience Deliver real-time personalized products and services Drive revenue and conversion rates Gain customer trust with data security, governance, and transparency “89% of companies plan to compete primarily on the basis of the customer experience by 2016.”
- 21. © Copyright 2015 UnboundID, Inc. 21 Key capabilities that you’ll need Securely store and deliver identity and preference data at web scale High-volume, high-speed data governance with centralized policy controls Synchronize massive volumes of data between disparate systems Monitor real-time operational metrics on identity data Secure | Scalable | Unified | Adaptable Your Platform must do this…. Deliver an actionable, single view of the customer Enable self-managed privacy and preference consent Increase customer registrations with convenient social login features Effectively govern data usage across your systems of engagement Provide a web-scale solution with rock- solid product reliability Flexibility to deploy on-prem, in the cloud, or a hybrid of both ….if you want to deliver these benefits
- 22. © Copyright 2015 UnboundID, Inc. Example: Roll-out initial Customer Identity Services 22 Business Application Owner: “I need to deliver customer identity services to our new customer-facing mobile app.”
- 23. © Copyright 2015 UnboundID, Inc. Example: Single View of Customer across Apps/Channels 23 Marketing Leader: “I need single view of the customer to provide a more engaging and personalized customer experience.”
- 24. © Copyright 2015 UnboundID, Inc. 24 Summary of key implementation benefits Traditional IAM Next-Gen Identity/Preference Mgmt Costs Up to 90% cost savings compared to legacy IAM, enterprise-grade provide with support Costly support, costly legacy infrastructure, costly home grown customizations Security Scale/Performance Governance Customer Experience Adaptability Can’t support latest security best practices, error prone to manually admin across silos Centralized governance/security controls, implements latest security best practices Slow performance, outages, diminishing returns for hardware upgrades Products near end-of-life, little-to-no ongoing investment by vendors Unmatched performance and scale, 1B+ identities managed, provides real- time operational metrics No centralized data governance capabilities Powerful, centralized data governance policies, real-time data sync, policy auditing capabilities Never designed for this Create unified customer view, self- managed privacy/preference consent, latest consumer identity features Support modern apps and cloud architectures, deploy on-prem or in cloud
- 25. © Copyright 2015 UnboundID, Inc. 25 Thank You Web: http://www.unboundid.com Email: info@unboundid.com Phone: +1-512-600-7700 Blog: www.unboundid.com/blog Twitter: @unboundid
Editor's Notes
- Blue chip customers. Many are among the most demanding retailers, telcos, technology, and financial services firms in the world. Supporting mission critical apps. Important brands to protect.
- CHALLENGE: Your legacy Identity and Access Management (IAM) systems are causing performance problems, outages, excessive maintenance and support costs, delays in launching new projects, and increasing your exposure to security risks. They may be propagating data silos, creating a poor end user experience, and unable to support Bring Your Own Device (BYOD), modern apps, and cloud-based architectures SOLUTION APPROACH: IT needs to modernize legacy IAM and extend new capabilities across your workforce, partners, and existing customer-facing apps. This solution needs to be fast, reliable, and provide a convenient and frictionless end user experience within your enterprise, just like your users experience with their favorite consumer apps today. Key capabilities include: Singe-Sign-On (SSO) at enterprise scale Fast application response time Rock solid reliability and availability Enterprise-grade security while retaining high performance Self-service and delegated account provisioning and administration Data management across a wide range of data sources Latest security best practices with a framework to rapidly adopt new ones Support for the latest standard/protocols to support BYOD and modern apps BENEFITS: UnboundID provides the cost, scale, performance, and risk mitigation benefits you need, while also integrating well with your existing IT ecosystem. Up to 90% reduction in Total Cost of Ownership (TCO) compared with legacy IAM Seamless data migration and co-existence to reduce risk Rapid deployment into production World-class scale and performance Rock solid reliability and availability Simplify access and support for BYOD, offsite/mobile workforce, and external partners Consolidate identity data silos to reduce management burdens Real-time sync with a wide range of data sources Operational visibility into identity services consumed Satisfy security and audit requirements Replace homegrown solutions and end-of-life IAM systems with an enterprise-grade product with enterprise support
- We have found that customer tend to follow an evolution of identity and preference management capabilities and adoption. There can be multiple entry point initiatives depending on business needs. Value of identity/profile services increase as you move to the right The discreet “Problems we solve” are shown at the bottom. (Describe each of the 4 stages) The UnboundID Platform is unique in being able to address needs and provide value at each stage of this progression. We can help you future proof your digital business strategy. ======================== Self-Managed Preference/Privacy Options Secure/Governed Identity Services Layer Deliver unified, governed identity & profile services for customer apps and channels to consume Deploy a unified, governed identity & profile services layer for app and channels to consume Deliver unified, governed identity & profile services across customer apps and channels
- Provide a world-class customer experience. Deliver a consistent, cohesive experience that follows customers across channels and devices. Provide web scale performance and a frictionless experience no matter how many apps and channels are involved. Deliver real-time personalized products and services. Combine customer profiles and preferences into a unified customer view so you can deliver highly personalized offers… in real time. Drive revenue and conversion rates. Maximize your up-sell and cross-sell opportunities across engagement channels and applications, offer new permission-based offerings, and reduce registration friction. Gain customer trust with data security, governance, and transparency. Protect and manage sensitive data by enforcing data governance policies and end-user privacy directives. Secure data with encryption at all stages, create active alerts and robust logging for data access, and enforce best practices for separation of duties. All while maintaining web scale performance.
- Those key differentiators are part of our platform’s DNA. The platform itself consists of 4 modules….. ========================================= Securely stores and delivers identity and preference data for billions of records with rich, highly personalized data at web scale High-volume, high-speed delivery of identity and preference data using REST APIs and governed with centralized policy controls. data governance gateway with easily consumed REST APIs with centralized policy-based controls and exposed via REST APIs Centralized, policy-based authorization based on real-time profile & consent data
- CHALLENGE: You need to deliver customer identity services to a new customer-facing app, such as a new mobile app. This may include social login features, multi-factor authentication, enhanced security/governance controls, and other modern consumer features. The customer app may entail an order of magnitude or more increase in identities under management compared to internal requirements, while requiring greater performance and more stringent security. SOLUTION APPROACH: IT needs to rapidly and cost effectively support new digital business initiatives such as these. Customer-facing business teams often move fast, and IT needs to provide the customer identity and preference services required while also establishing a platform for growth including centralized governance and preference management for future projects. Key capabilities include: Order of magnitude (or more) increase in identities/attributes Web scale performance with operational visibility Customer self-managed preferences and privacy consent Security of identity and preference data Social login features Data management across data sources Data governance controls over shared data assets BENEFITS: UnboundID is designed to support modern customer identity management use cases, and includes capabilities that “future proof” support for digital business initiatives in the future. Personalized customer experience World-class scale and performance Rock solid reliability and availability Support social login, multi-factor authentication and adaptive authentication Earn customer trust with self-managed preference/privacy consent and transparency Real-time sync with a wide range of data sources Policy-based governance for data consumers Satisfy app governance, security and regulatory requirements Operational visibility into identity services consumed Deploy into cloud and virtualized environments
- CHALLENGE: You need to deliver customer identity services to a new customer-facing app, such as a new mobile app. This may include social login features, multi-factor authentication, enhanced security/governance controls, and other modern consumer features. The customer app may entail an order of magnitude or more increase in identities under management compared to internal requirements, while requiring greater performance and more stringent security. SOLUTION APPROACH: IT needs to rapidly and cost effectively support new digital business initiatives such as these. Customer-facing business teams often move fast, and IT needs to provide the customer identity and preference services required while also establishing a platform for growth including centralized governance and preference management for future projects. Key capabilities include: Order of magnitude (or more) increase in identities/attributes Web scale performance with operational visibility Customer self-managed preferences and privacy consent Security of identity and preference data Social login features Data management across data sources Data governance controls over shared data assets BENEFITS: UnboundID is designed to support modern customer identity management use cases, and includes capabilities that “future proof” support for digital business initiatives in the future. Personalized customer experience World-class scale and performance Rock solid reliability and availability Support social login, multi-factor authentication and adaptive authentication Earn customer trust with self-managed preference/privacy consent and transparency Real-time sync with a wide range of data sources Policy-based governance for data consumers Satisfy app governance, security and regulatory requirements Operational visibility into identity services consumed Deploy into cloud and virtualized environments
- So summarizing, what is the impact to your enterprise before and after implementing the UnboundID Platform?