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Improving Both Customer Experience And Security

There are multiple channels and over multiple devices that customers are using these days to interact with brands. This has resulted in fundamental shift on how new multichannel customer behaviors is being accommodated. It isn’t longer an exception these days to provide a smooth multichannel experience but more of a rule. By having a connected customer experience, it will be able to bring a competitive edge to your branding.

On the other hand, this has made security to become more and more crucial like never before particularly if you are dealing with sensitive data of thousands of customers. A single breach is more than enough for your customers to lose their trust on your brand. Because each security measure that you take comes at the expense of CX or Customer Experience, this is bringing lots of questions on how brands will be able to strike a balance between security and customer experience.

The good thing is, there are 3 ways on how you can do this like what is listed below:
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Number 1. Finding cIAM solution – there are several cIAM solutions out there today and they all come with different capabilities and security features. With this in mind, if you’re planning to buy one for your brand, see to it that it has the security features you want. You’ve got to ask your prospective cIAM vendor like how does the solution performance is affected on allowing security features, does the solution has application and data level security, does the solution is notifying admin of privileged account activity and so forth to ensure that you’re with the right one.
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Number 2. Enable secure and smooth authentication – multifactor authentication is a good initiative with regards to security. With multifactor authentication technology, this is requiring the users to provide different kinds of verification just to prove his or her identity. Common approach with regards to MFA is, it needs the user to go through 2 levels of authentication. First, users have to submit their credentials and once done an OTP or One-time password login is sent into registered mobile number.

Number 3. Centralizing and securing data – if you wish to have a seamless multichannel experience among your consumers, then it is vital to have a centralized data which is then dispersed across various places. As you go to centralized profiles, you can integrate security at different sections such as authentication, access control, data layer and so on. Any missed area can compromise the security or customer experience is ruined or worse case scenario, it can be both. Most of the security requirements similar to end to end encryption doesn’t directly affect customer experience. In general, the stronger the encryption, the more secure it is however, there needs to be balance to it.