The Changing Landscape of Identity and Access Management

Posted by Emeka Obianwu on 12/29/15 10:00 AM

Dan Coffing is the CEO of Syntegrity, an intelligent data security services company. During the recent Gartner IAM Summit, Dan took a few moments out of the show to speak with UnboundID about the state of the Identity and Access Management industry, where it's headed in the future and how IAM professionals can succeed in this time of rapid change.

UnboundID: What are some of the biggest changes you are currently seeing in Identity Management? 

Coffing: The most significant development for those of us managing identity data is the evolution of digital business. Companies are recognizing that not only must they continue to manage identities internally with increasing security sensitivities, but they must also serve the identity demands of providing digitally based marketing and services to external customer audiences. This radically changes the scale requirements for their infrastructures. Meeting the identity demands of multichannel digital customer engagement requires an exponentially larger scale than managing internal employee identities.

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Topics: Data Management, Legacy IAM Modernization

Customer Loyalty in the Digital Age

Posted by Dave Malcolm on 12/22/15 9:30 AM

Doug Stephens is one of the world’s foremost retail industry futurists. His intellectual work and thinking have influenced many of the world’s best-known retailers, agencies and brands including Walmart, Home Depot, Disney, BMW, Citibank, eBay, Intel and WestJet. Prior to founding Retail Prophet, Doug spent over 20 years in the retail industry and is the author of The Retail Revival: Re-Imagining Business for the New Age of Consumerism.

UnboundID: Are customers more or less loyal today versus a few years ago? What’s the latest thinking on loyalty in the age of the digital consumer?

Stephens: Twenty or 30 years ago, there wasn’t as much choice and we didn’t even know our options. As a result, inertia was often mistaken for loyalty. With the advent of the Internet and mobile technology, consumers now have the opposite problem: As consumers we have a much infinite array of choice at our fingertips—almost too much choice. Loyalty has been redefined as a result.

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Topics: Customer Experience, Data Management

What Will NOT Happen in 2016

Posted by Steve Shoaff on 12/18/15 10:30 AM

UnboundID's Tongue-in-Cheek Forecast

Looking ahead to 2016, we're excited to see change and innovation on the horizon in Identity and Access Management. It's an industry that is rapidly evolving as the pace of digital business quickens, and identity data is needed to drive advances in multichannel customer experience and improve revenue.

Many companies across a range of industries are sharing their predictions of what we can expect in the New Year—so many in fact that we're getting tired of seeing predictions. So instead of creating another prediction list, we decided to take a different approach.

We've come up with a list of what will NOT happen over the next twelve months. Not only does this approach shake up the steady cadence of prediction lists this time of year, it increases our odds of accuracy. 

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Topics: Data Management, Consumer Identity and Access Management

Connecting Data to Customer Experience

Posted by Ishan Kumar on 12/17/15 11:21 AM

Shep Hyken is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Hyken works with companies that want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author. 

UnboundID: How hard is it to connect data to customer engagement?

Hyken: The most important thing is to understand what data is most important for the company to use. We can have 1000 data points on customers but there may be only five that make a difference. Make it simple, but simple isn’t easy. Big data is useful only for looking at the trends. The next step is to take the microdata that allows you to enable a specific experience for the customer. Merge the trend with the specifics and you can create a customized experience that will hopefully get that customer to come back.

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Topics: Customer Experience, Data Management

Gartner IAM Summit Recap: Accelerating Industry Innovation

Posted by Derick Townsend on 12/11/15 11:57 AM

Many of the conversations and buzz at the recent Gartner IAM Summit underscored that identity and access management is undergoing an unmistakeable phase of evolution. The industry has already seen many changes in recent years as identity management undergoes a shift from managing employee identities to also fueling customer engagement strategies, and this is just the beginning.

During the conference, people talked about a wide range of future trends, some sounding like the stuff of sci fi movies, from smart refrigerators managing our grocery lists to data-gathering scales helping us manage our weight. However, a common theme throughout the event was the important, crucial role that data management plays in a wide variety of use cases, today and in the future. Identity and access management is entering a period in which intense innovation is necessary to enable new technologies.

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Topics: Consumer Identity and Access Management

3 Experts Reveal How to Win and Keep Digital Customers

Posted by Michael Tarbet on 12/8/15 9:00 AM

By 2020, the customer will manage 85 percent of the relationship with an enterprise without interacting with human, according to Gartner. Customer engagement looks vastly different in this digital world compared to brick and mortar experiences. There are no opportunities for face-to-face interactions which can make it hard to establish a connection between the customer and the company. While digital interactions offer convenience, it can be a challenge to build a relationship beyond a transactional exchange. However, customers expect even higher levels of personalization and relevance in the digital era.

In several conversations that UnboundID has had with industry thought leaders, common themes point to a dramatic shift in how customers define a positive brand experience. They want information tailored to their interests. They want seamless experiences across channels and devices, and they want to know that their data is secure. 

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Topics: Customer Experience, Expert Interviews

How to Leverage Customer Data Into Compelling Customer Engagement

Posted by Bjorn Aannestad on 12/4/15 11:00 AM

Customer engagement is a new competitive differentiator, and the key to making sure each and every customer interaction is compelling and individualized is customer data. Yet, simply collecting data from your customers will not go very far in improving customer experience. The way to transform data into a powerful engagement tool begins with aggregating identity-centric customer data into a comprehensive profile.

A customer profile consisting of data from different data sources unified into a single view of the customer is crucial to being able to provide personalized experiences. It not only offers insight into a customer's buying patterns, it allows you to capture and enforce preference data, privacy choices and security policies with every interaction. 

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Topics: Customer Experience, Consumer Identity and Access Management, Social Login

Security Risks Rise with Ubiquitous Customer Data Collection

Posted by Derick Townsend on 12/3/15 10:00 AM

According to McAfee's new threat prediction report for 2016, customer data collection is just getting started. As data capture and use becomes more ubiquitous, security threats are expected to rise.

Today, companies collect a relatively limited amount of information, including names, addresses, email addresses and phone numbers along with some purchasing histories. But, the depth and volume of this data is predicted to reach unprecedented levels in the coming months and years. 

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Topics: Data Management, Internet of Things (IoT), Security Best Practices, Videos

Big Data Is Not an IT Trend; It's Business

Posted by Ishan Kumar on 11/24/15 8:30 AM

Phil Simon is a frequent keynote speaker and recognized technology authority. He is the award-winning author of seven management books, most recently Message Not Received. He consults organizations on matters related to communications, strategy, data, and technology. His contributions have been featured on The Harvard Business Review, CNN, Wired, NBC, CNBC, Inc. Magazine, BusinessWeek, The Huffington Post, Quartz, The New York Times, Fox News, and many other sites.

UnboundID: Big Data has been a big IT trend for a few years now. But what sets apart those companies great at it and those who aren’t?

Simon: Big Data is not an IT trend. If you say it’s an IT trend, then lines of business don’t think they are involved. Amazon, Netflix, Facebook and Google all excel at this. It starts at the top and in these companies, the CEO really gets it. The companies that do Big Data well don’t go out and buy a bunch of technology and hope that it works. They see the need for accountability.

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Topics: Big Data, Expert Interviews

Going Beyond Customer Identity Management to Customer Engagement

Posted by Dave Malcolm on 11/20/15 8:30 AM

In the past, Identity and Access Management (IAM) was focused solely on managing employee identities, but today, IAM involves customer identities too. And as many organizations are discovering, customer identity management can go far beyond simply enabling digital consumer transactions. It opens up strategic possibilities for engaging with customers in personalized, relevant ways that innovate customer experience and take competitive advantage to an entirely new level.

Managing customer identities to facilitate transactions such as purchases and return processing, requires a level of identity management functionality that is more complex than managing employee identities. It demands technologies that can handle a scale of identities dramatically higher than employee identities – often hundreds of thousands to millions of customers compared to tens of thousands of employees in even the largest organizations. It also requires modern authentication capabities, such as social login and multifactor authentication as well as the tightest possible data security to protect payment information.

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Topics: Customer Experience, Data Management

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