The business of enterprise identity management has been facing the same fundamental challenges for years. The problem is that the approach to these challenges has failed to meet the expectations of millennial users who demand a “frictionless” experience. If nothing in our approach changes it seems inevitable that friction will re-emerge to the annoyance and frustration of users. Behold the emergence of “digital assistants” – a new, powerful disruptive force of good that has the potential to remove the boundaries between the customer and the employee while maintaining a “frictionless” world in which to live. Join Alessandro Festa as he ponders the role and value of “digital assistants” as the new disruptive force in enterprise identity management.
