Serving the Customer in the Digital Age

Anne Bailey

Description

Short Summary

Interesting Facts

Notable Quotes

Recommendations

Takeaways

In an era of digital services, business will require a new approach to serving customers. Identities, particularly customer identities, are a key enabler of the transformation that is necessary to delight customers beyond superficial levels. Concepts such as the Identity Fabric can support an intentional shift towards flexible and agile consumer identity and access management (CIAM) implementations.

Organizations face the challenge of meeting heightened consumer expectations for flawless user experience, security, and flexibility, particularly in consumer-facing industries. While digital transformation plays a critical role in driving this endeavor, leveraging enablers like Consumer Identity and Access Management (CIAM) can significantly enhance the ability to serve consumers effectively. CIAM addresses unique requirements for managing consumer identities, distinct from traditional Identity and Access Management (IAM) and Privileged Access Management (PAM). Emphasizing flexibility, CIAM solutions integrate various digital services, ensuring interoperability and ease of use for end users.

An advanced concept aiding this integration is the Identity Fabric, which represents a cohesive set of services managing access across various platforms and identities. This approach emphasizes flexibility and scalability in identity management. Strivacity, a vendor specializing in CIAM, demonstrates these principles by offering an extensible, microservices-based solution with strong authentication options, privacy and consent modules, and an isolation-by-design architecture. Strivacity's capabilities ensure seamless identity management, focusing on customer satisfaction and regulatory compliance.

To successfully implement CIAM, organizations must define clear requirements, adopt a flexible architecture, and ensure an API-first strategy for synchronized services. As consumer identities and transactions grow in volume, scalable and flexible solutions become essential. The Identity Fabric concept further supports agile identity management by linking diversified systems under a cohesive framework. As organizations evolve, transitioning from home-grown solutions to integrated CIAM platforms is crucial, emphasizing specific goals and compliance with global privacy standards.

Strivacity was founded in 2019 and is headquartered in Virginia.
CIAM handles the identities of external customers with a focus on access to services.
CIAM solutions need to support flexible and strong authentication, including social network logins.
Privacy and consent management are essential components in CIAM due to global regulations like GDPR.
CIAM requires synchronization of databases and services through API connectivity.
Strivacity's solution uses microservices architecture and offers multi-instance deployments.
Strivacity's platform includes self-service features for registration, account recovery, and account management.
Strivacity integrates with major CMPs, CRMs, and privacy solutions for consent management.
The Identity Fabric concept focuses on connecting diverse systems and identities under a unified framework.
CIAM must maintain high availability and scalability to handle large volumes of transactions.

"Organizations are under pressure to respond to the fundamental changes to 'business as usual.'"
"CIAM solutions target and cater to the specific requirements that organizations have for interacting with and delighting their consumers."
"A concept that can help propel organizations to this point is called an Identity Fabric."
"Strivacity is a vendor that holds promise for a strong Identity Fabric implementation."
"CIAM is distinct from the related market segments of IAM and PAM."
"Flexibility is an overarching theme for CIAM use cases."
"Policy-based configurations put the user experience in the hands of those who know the customer best."
"Strivacity provides an identity store, which is extensible to include the various attributes that may be required by the organization's use case."
"The Identity Fabric enables identity and applications to be separated so that the IT architecture can be more agile."
"Addressing your organization's need for CIAM is best done in a modern and business-oriented way."

Define and verify your organization's requirements: Establish a solid foundation by fully understanding and validating your business needs.
Adopt a concept and architecture: Use the Identity Fabric concept to design a flexible and cohesive logical architecture.
Implement identity services layer and digital services architecture: Foster collaboration between teams to ensure consistent and flexible identity services for consumers.
Define the services and tooling: Determine the core and supplementary technologies needed, integrating or gradually replacing existing CIAM elements.
Identify the appropriate deployment model: Choose solutions and tools that meet your scaling and elasticity requirements, ensuring they support digital services effectively.
Keep consumer needs in focus: Design CIAM solutions that prioritize the actual user experience and ease of use.
Ensure regulatory compliance: Integrate privacy and consent management features to meet global standards and regulations like GDPR.
Emphasize scalability and flexibility: Select CIAM solutions capable of handling high transaction volumes and numerous consumer identities.
Opt for policy-based configuration: Enhance user experience by employing configurations focused on customer-centric policies.
Use an API-first approach: Ensure seamless synchronization and updates across all connected systems and services through robust API integrations.

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CIAM is crucial for enhancing consumer experiences in digital transformation efforts.
Flexibility and scalability in CIAM solutions are essential for managing diverse consumer identities and transactions.
Integrating various services under the Identity Fabric concept ensures cohesive and agile identity management.
Regulatory compliance in CIAM solutions is critical for privacy and consent management.
Strivacity offers a comprehensive, flexible CIAM solution with strong authentication and interoperability features.

Become a member of the KuppingerCole Community to access this and thousands of other publications.