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Success in the Digital Age depends on many factors. Bringing the right digital services to the market on time is the foundation for differentiating in today’s volatile competitive landscape. However, when businesses become more and more digital, identity and security move to the forefront. Cumbersome customer journeys as well as security weaknesses and incidents can quickly erode what has been achieved by creating modern digital services.

Commissioned by SAP

Digital Services and Digital Identities are neatly intertwined. Humans access digital services using a digital identity. Things and devices have their own identities and are related to humans. At the backend of digital services, controlled access to data is essential from both a security and privacy perspective. Success in the Digital Age requires putting Identity & Access at the forefront and taking a holistic perspective across IAM (Identity and Access Management) initiatives, from workforce IAM to customer IAM and down to the very details of controlling access in business applications.

IAM is the foundation for delivering secure, compliant digital services on time and keeping the digital business secure. IAM has an external-facing impact on the delivery and quality of digital services, but also on the backend, i.e., the internal services that form the backbone of the digital services.

1 The external perspective I: Smooth customer journeys

Success of digital services stays and falls with the customer experience (CX) or digital experience (DX). A central part of this experience is the onboarding process as well as the authentication for recurring customers. Privacy management also affects CX/DX.

Managing customer and consumer identities, delivering a flexible, convenient onboarding process while enabling the required level of identity proofing and making authentication strong yet convenient are essential for delivering the customer journey that people expect today. Consumer IAM (CIAM), Privacy Management, and, in the backend, CDPs (Customer Data Platforms) must work hand in hand for delivering this experience. Concepts such as password-less authentication help in improving both security and convenience.

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