Trust is the real product behind customer identity. Customers rarely notice it when it works, but they feel it immediately when it doesn’t: a hijacked account, a fraudulent transaction, a login they walk away from.
That trust is about to come under new pressure. A growing share of customer interactions will no longer come from humans at all, but from AI agents acting on their behalf. At the same time, attackers use the same technology to generate synthetic identities, bypass liveness checks and automate fraud at a scale we have not seen before. Who, or what, is really on the other side of the login? And whose consent has been given?
Drawing on years of advising boards and security leaders across industries, Andrzej Kawalec explores how CIAM must evolve from authenticating a person to authenticating intent, delegation and context without adding friction that erodes the trust it is meant to protect. The session provides also practical guidance how current architectures need to evolve, what regulators will soon demand, and how to build customer identity that remains trustworthy when the customer is no longer only human.
