Consumer Identity and Access Management (CIAM) Evolution

Strong Customer Authentication (SCA) is a requirement specified as part of the PSD2 legal framework to protect European customers from fraud. The law was mainly tailored to banks, but some large e-commerce platforms, such as eBay, are also required to offer SCA.

This talk will discuss SCA requirements for e-commerce companies embedded in the legal landscape of related regulations in Europe. The upcoming PSD3 regulation may change how SCA is applied, in particular with regards to how modern SCA factors such as Passkeys can be leveraged. The European Accessibility Act (AAA) as well as the EU AI act further impact requirements for how to set up SCA.

The talk will also look at differences between UK and EU requirements for SCA.  Finally, an outlook will be given in how EUDI wallets can help e-commerce companies to conduct Know-your-customer (KYC), SCA, and forget-your-password flows.

In today’s hyper-connected landscape, customer expectations are higher than ever. People want seamless, personalized experiences that span mobile apps, websites, physical stores, and service channels — without disruptions or starting over. At the heart of delivering on this promise lies one critical but often underestimated element: identity.

This panel explores how modern Identity and Access Management (IAM) and Customer Identity solutions have evolved into foundational enablers of omni-channel engagement. Identity is no longer just about authentication — it's the engine behind personalization, continuity, trust, and compliance across the customer journey.

But implementing consistent, secure, and privacy-aware identity experiences across silos, brands, and geographies is no easy feat. Organizations struggle to align the identity strategy with marketing and business outcomes, map identity seamlessly into real-world customer journeys or navigate fragmented architectures and evaluate orchestration platforms.

Join leading industry voices as they share strategic insights and real-world lessons on:

• Designing identity journeys that balance usability, security, and personalization
• Unifying customer identities across digital and physical touchpoints
• Operationalizing trust, consent, and compliance across jurisdictions
• Evaluating the true impact of identity orchestration platforms
• Implementing omni-channel initiatives in retail, finance, and healthcare

Whether you're a CMO exploring personalization, a CIO overseeing architecture, or an identity leader building trust at scale, this session delivers actionable guidance to help you “stitch” identity into loyalty-driving omni-channel experiences.