CIAM Ping

Customer Identity
And Access
Management (CIAM)
U LTI MATE G U I D E
Table of Contents
CHAPTER 1
Extraordinary User Journeys in the Digital World 4
The Digital-First Customer 5
CHAPTER 2
Digital-First Customers Know What They Want From Your Business 6
1. Convenience:Make Every Digital Engagement Effortless 7
Multi-Channel: Don’t Make Me Repeat Myself
Frictionless: Don’t Make Things Harder Than They Need To Be
Fast: Don’t Make Me Wait
2. Security: Safe and Secure Digital Interactions 9

Breaches: Don’t Expose My Personal Data
Fraud: Protect Me, But Don’t Treat Me Like a Criminal
3. Privacy 11
Delivering on Convenience, Security and Privacy Expectations Without Compromise
CHAPTER 3
Design Extraordinary Digital Experiences That Have It All 12
The Challenges That Get In The Way 13
What Is Identity Orchestration?
Identity Orchestration Is Your Secret Advantage
2
ULTIMATE GUIDE Customer Identity And Access Management (CIAM)
Table of Contents
CHAPTER 4
The Influence of Customer Identity on Digital Experiences 17
Understanding the Basics of Customer Identity 18
The Identity Touchpoints in the Customer Journey 18
Browse the Website – Detect Online Fraud
Creating an Account – Verify Who Your Customers Are
Self-Service - Profile Management Made Simple
Signing-In - Seamless and Secure Customer Authentication
Passwordless Authentication: Maximizing Security, Minimizing Friction
Use Services – Authorization for What Customers Can Do
Support: Making It Easy for Customers to Get the Help They Need
Respect Customer Privacy Everywhere
CHAPTER 5
Taking the Right Customer Identity Approach for Your Business 25
Option A: Extending Your Enterprise Identity Solution 25
Bottom Line: Enterprise Identity Often Lacks Critical Capabilities for Customers
Option B: Building Your Own Customer Identity Solution 27
Bottom Line: DIY Solutions Can Create More Problems Than They Solve
Option C: A Purpose-built Customer Identity Platform 28
Bottom Line: A Purpose-built Customer Identity Platform Provides
Everything You Need
CHAPTER 6
Making the Business Case for Customer Identity 30
Customize Your Business Case For Every Audience 30
Engagement: Drive Business with Delightful Experiences
Calculate the Value of Customer Identity
Security & Privacy: Boost Agility to Protect Customers
Use Customer Identity to Power Engaging Digital Journeys 33
3
CHAPTER 1
Extraordinary User Journeys
in the Digital World
Our world has rapidly evolved into a digital reality where Unfortunately, building digital experiences that are both
many daily interactions occur online rather than face-to- convenient and secure isn’t always as easy as it sounds
face. It’s tempting to attribute this fast-moving digital for enterprises to pull off, as most organizations struggle
transformation solely to the COVID global pandemic. But in getting that balance right. Due to the complexity, legacy
actuality, it was merely the accelerant for a trend that was tools and general lack of resources, weaving the necessary
already in motion. customer identity services together in order to create a
cohesive journey can be rather challenging. And, it’s these
As digital experiences become the norm, customers challenges that end up manifesting as friction for the
have formed some strong opinions on how easy it should customer; the very thing you’re trying to avoid in the
be for them to consume these digital services, while first place.
ensuring they’re still in control of their data. In response,
businesses have had to throw the traditional brick-and- The good news? There are several approaches you can take
mortar engagement rulebook out the window in order to to eliminate that friction and finally build those customer
meet their customers where they are at—the digital front experiences using customer identity that keep your users
door. And, in order for businesses to keep up, they’ll need happy, thus driving engagement for your business in the
to find a way to guarantee the type of user journeys that long term.
customers expect.
Delivering experiences that satisfy every customer’s desire

Read on to learn:
has kept businesses under constant pressure to innovate
• Your customers’ expectation of you
the entire digital user journey. Foundational to unlocking
the returns associated with innovation, is finding that • The role customer identity plays in creating
elusive sweet spot between convenience extraordinary experiences
and security.
• How you can use customer identity to deliver
business impact
That is where the opportunity lies for you to provide
your customers with seamless and frictionless experiences,
without having to sacrifice protection against fraud
or breaches.
That “sweet spot’s” name is customer identity.
If done right, customer identity is a way to transform the

entire online experience so customers can seamlessly and
securely interact with brands. This starts by providing a
simple and safe way for them to create accounts, log in
and update preferences across every digital channel.
4
The Digital-First Customer
The rise of the digital-first customer isn’t limited to a single
industry. More customers are choosing to engage with brands
online than ever before, in nearly every industry.
Banking Has Left the Branch
• Consumers prefer to handle transactional activities

online or via mobile app (Source)
• Transfer funds - 76%
• Pay bills - 80%
• Update account information - 72%
• Also, warming to the idea of opening a personal bank

account online with 58% of consumers surveyed
willing to do so (Source)
Retail Shopping Online All the Time
• 1 in 3 shoppers have made a purchase on social

media in the past year (Source)
• 68% of customers say they’re online more often than

not (Source)
Healthcare Doesn’t Start at the Doctor’s Office,

But at the Patient Portal
• 44% of patients access test results using an online

patient portal
• 61% of patients will switch healthcare providers to

one that has an online patient portal
• Source: (Source)
5
CHAPTER 2
Digital-First Customers
Know What They Want
From Your Business
A consequence of our economy going digital is that customers have more
opportunities to engage with brands online. But, with this also comes
more opportunities for these customers to form impactful opinions of a
brand, based on their overall experience of that digital interaction.
Not only do customers have more chances to define their preferences, but
engaging with a wider variety of businesses digitally changes the game in
how customers compare experiences between brands. Now, every digital
interaction a customer has is viewed through the lens of their favorite
online experience. This means that no matter the industry, customers will
likely have high expectations of the brands they interact with, comparing
their interaction to what they now believe a perfect digital experience
should look like.
Customers have set the bar outrageously high for businesses to deliver
seamless and secure digital experiences. For you to meet that standard,
it all comes down to how your organization uses customer identity
effectively to design user journeys. These journeys should not only
improve the customer’s digital experience, but if done right, help your
business acquire and retain customers, boost revenues and earn loyalty.
And, though that bar is high, simply recognizing—and addressing—just

three main expectations can help you create those digital experiences that
customers associate with their favorite brands:
Convenience Security Privacy
6
1. Convenience:
Make Every Digital Engagement Effortless
1 2 3
Registration and sign-in aren’t the reason your customers are visiting your site or using your mobile app. However, if you
make these critical interaction points time-consuming or complicated, it could be the reason they abandon your brand.
The moment one of your customers touches any of your digital properties to open an account or log in, is an opportunity
for you to make it easy and simple for them to access the services they need or to make a transaction.
Designing customer journeys that keep them coming back for more relies on eliminating any unnecessary friction in each
interaction, in order to deliver streamlined and secure experiences across every digital property which are tailored to
each customer’s preferences.
Multi-Channel: Don’t Make Me Repeat Myself

One digital channel is no longer enough to drive This means if a customer changes their name on their
engagement with customers. Now, every brand has a checking account, they expect you to make the change on
multi-channel strategy to extend its reach, with the goal their associated savings and investment accounts as well.
of attracting and retaining more customers. The resulting Similarly, if a customer updates their preferences to opt-out
digital journey is an intricate web of online, mobile and of emails on your mobile application, they expect that you’ll
support applications, possibly managed by multiple teams understand they don’t want emails from your
within your organization. website, either.
But for the customer, they just see one thing: your brand. By unifying the customer experience across all of your
mobile applications, websites, in-store kiosks and more, you
When customers interact with your brand, they’re often can prove to your customers that you know who they are
not paying attention to where one application stops and and deliver consistent, personalized experiences that keep
another one begins. What they’re really focused on is how them coming back for more.
seamless their overall journey is, as well as whether or not
the information they give you is accurately reflected along Read this white paper on a unified approach to
that journey. delivering exceptional customer experiences
7
Frictionless: Don’t Make Things Harder Than They Need To Be
When you’re unable to deliver consistent experiences, you introduce friction. Friction makes it harder for customers
to engage with your brand online. Customers have little patience for friction and are content to leave one brand for
another that offers a digital experience that feels less clunky. Unfortunately, it’s very common for unnecessary friction
to get introduced when businesses are designing user journeys that strive to balance convenience and security in online
experiences.
Remembering these intricate passwords is just as difficult,

A solid majority of online consumers (56%)
have ditched an account or online service when leaving many customers in the position of having to
they became frustrated trying to sign in. reset their forgotten passwords every time they log in.
Expecting that your customers will continue this dance is
56% Have you ever stopped using an account or online service unrealistic. More likely, they’ll abandon your brand in favor
because he became frustrated when trying to sign in?
% Yes (multiple times + once) of organizations that offer a smoother experience.
All consumers
You can eliminate the likelihood of customers forgetting
61% 55% 45% 54% 61%
their passwords simply by not requiring them. Taking a
AUS FRA GER UK USA
passwordless approach to login makes the experience
frictionless for your customers and if done correctly, it
Source also enhances security by relying on more secure methods
of authentication, like biometrics, rather than the easily
A classic example is complicated password policies. In an hacked password.
attempt to maintain security, some organizations require
users to create very long passwords that contain specific Watch this webinar on how you can build a
combinations of capital letters, numbers and symbols. blueprint for frictionless experiences.
This is an area where a balance between convenience and
security is critical. If policies are unnecessarily complex,
it can be difficult to come up with a password initially, let
alone enter it twice without making a mistake.
Fast: Don’t Make Me Wait

Poor experiences like complicated password requirements
aren’t just frustrating; they take too much time. Customers
simply don’t want to go through additional steps or processes
when logging in to your site. Of course, in cases where
security is crucial—such as banking—it’s okay to require
more information from customers. But, the key is to never
require more than is necessary.
Remember—no one comes to your site to see how great

your registration or sign-on experiences are. In fact, the way
you know those experiences are amazing is when they’re so
seamless that they actually go completely unnoticed.
8
2. Security:
Safe and Secure Digital Interactions
1 2 3
You have to ask your customers for information about themselves in the normal course of business. Every smooth and
personalized digital experience depends on this data in order to drive engagement, open up cross-sell and up-sell
opportunities and boost revenue.
As your users continue to share data with you, your customer data security strategy needs to evolve to keep up with the
rapidly growing fraud and breach landscape, right alongside the need to mitigate your customers’ lackluster password
habits. Whether justified or not, they are looking to you to secure their data and expect more accountability from you
than ever before.
Breaches: Don’t Expose My Personal Data

Data breaches are among the most costly events a
customer-facing enterprise can experience. A single breach
can result in customer abandonment, fines and brand
damage that is nearly impossible to quantify. Even if your
customer’s own bad password habits—such as reusing
passwords or using weak passwords—might be the cause
of a breach, your customers will still hold you responsible
for keeping their data safe from a breach. In fact, 87% of
consumers would not do business with a company if they
had concerns about its security practices.
If you’re storing user data, you have the responsibility for

protecting that data. That includes ensuring that potential
bad actors both from outside as well as within your
organization can’t access the keys to the kingdom. Your
customers are trusting you to take the security measures
needed by whatever means necessary.
Read this white paper to learn how multi-factor

authentication can help protect your customers.
9
Fraud: Protect Me, But Don’t Treat Me Like a Criminal
The shift to digital hasn’t gone unnoticed by fraudsters and bad actors. As
more digital channels become available for customers to use, fraudsters
are upping their game and evolving their tactics to evade detection,
for instance with bot attacks and account takeovers. And they’re often
successful, which has forced companies to respond with additional
security checks—and, often at the expense of customers’ once-satisfying
digital experience.
WATCH THE VIDEO
For example, businesses are taking steps to stop potential fraudsters in

their tracks by using CAPTCHAs to distinguish a legitimate user from a
bot. While customers appreciate your efforts to protect them from fraud,
CAPTCHAs have become a source of intense frustration with users (and
have spawned a new genre of memes) that will often cause customers
to just give up. Customers are willing to prove they are legitimate users
to secure their interaction, but they aren’t prepared to be treated like a
criminal with repeated CAPTCHAs in order to use your online service.
They have their limits.
Read this white paper to learn how behavior

data is key to unlocking better fraud detection.
10
3. Privacy
1 2 3
Across industries, customers are becoming more skeptical about companies’ ability to protect their privacy. Even as
customers are more likely to choose security over convenience in a digital experience, their top priority is that their
privacy is maintained—and respected. While regulations like General Data Protection Regulation (GDPR) and California
Consumer Privacy Act (CCPA) further support this expectation, being compliant also provides an opportunity for brands
to show their customers how they can respect their privacy.
It’s all too easy to see compliance as just another hurdle

to overcome. But checking the compliance box doesn’t
By 2023, 65% of the world’s
simply prevent fines; it also has the power to prevent a population will have its
negative impact on customer retention and revenue. Point
blank, if customers don’t feel that you are respecting their
personal data covered under
privacy, they will leave. A survey of over 3,400 consumers modern privacy regulations,
across the US, UK, France, Germany and Australia found
that 60% have stopped using an online service because
up from 10% in 2020,
they were concerned. according to Gartner, Inc.
By providing your customers with transparent insight and Source
control over the personal data you’ve gathered about
them, you’re also giving them the respect they deserve –
all while earning their trust in continuing to engage with
your brand.
Delivering on Convenience, Security and

Privacy Expectations Without Compromise
Customers want it all—convenience, security and privacy—
in every digital experience. Finding the perfect balance
with those three for your business is challenging, but not
impossible. Customer identity can help you design and
optimize user journeys that not only span across all of your
digital properties but are frictionless, secure and compliant
with privacy regulations.
11
CHAPTER 3
Design Extraordinary
Digital Experiences
That Have It All
Understanding your customers’ expectations is
one thing, but translating your business’s ideas
into real digital experiences that drive engagement
comes with its own challenges. Building such
digital experiences using customer identity to
exceed user expectations means easing the
tension between three seemingly opposing forces:
convenience, security and privacy.
What happens when businesses attempt to bring these forces together is

that one tends to do really well while the other two fall short. For instance,
maybe security is top-notch, but the user experience is not convenient nor
is their privacy a priority. Customer satisfaction hinges on ensuring neither
of these forces impede on each other. If one outdoes the other two, then
you will end up providing experiences that neither your customers nor your
business will be happy about.
Therefore, using customer identity to help you design and build digital
experiences without sacrificing convenience, security or privacy is the first
step in driving engagement and out-maneuvering the competition.
12
The Challenges That Get In The Way
You have a vision of the perfect digital experience that will drive engagement for your business by eliminating friction,
enhancing security and ensuring compliance with privacy regulations. But what’s standing in your business’s way of
turning the vision into reality?
The Ever-Changing Threat Landscape Integrations and Optimizations Slow You Down
Bad actors and fraudsters see the rise in the digital Extraordinary digital experiences don’t rely on one
economy as an opportunity. They are continuously service from a single vendor. Instead, they are built on the
improving their attacks, making it harder than ever to foundation of multiple business services working together.
detect and mitigate any threats.
Unfortunately, weaving together these services to deliver a
Keeping up to date with the latest threat vectors is nearly cohesive experience takes development hours and custom
impossible, so many brands rely on a growing number of code, ultimately slowing down your time to market for new
fraud and security solutions to protect their customers products and services. And if you want to simply swap
and businesses. This leaves organizations with the task to out a service or try new technologies to optimize how
figure out how to properly manage all these solutions from your customers engage with your brand, the development
multiple vendors and bring their insights into a single view effort required to add another integration can disrupt both
to properly evaluate potential risks. internal teams and the customer experience overall.
Legacy and Homegrown Solutions Hold You Back Don’t Have a Single View of the Customer
Legacy and homegrown customer identity solutions were Personalizing your customer’s experience with tailored
not designed to handle the scale and complexity of the interactions to make them feel like you understand them
digital experience ecosystems that businesses have to requires every digital property to have access to the same
build in order to compete in today’s marketplace. These customer profile information. However, as many brands
antiquated solutions limit your organization’s ability have rolled out their digital experiences, profile data
to maintain the flexibility needed to add innovative ends up stored in different places across the business
technologies or update functionality without massive which leaves customer-facing applications without a
development effort. That’s even if the legacy solution can single source of truth to tap into to properly personalize
support the updates at all. interactions. The end results are customers frustrated with
generic and inconsistent experiences across your brand’s
While homegrown solutions might work for the customer- digital properties.
facing application they were originally built for, these are
typically “point solutions” that don’t translate well to other Organizations can overcome these challenges by
digital channels, leaving your customers with inconsistent implementing customer identity solutions that eliminate
experiences and you with another solution the data silos for your teams, the result being personalized
to manage. digital experiences that your customers appreciate. It all
starts with synchronizing and consolidating customer data
across your organization to create a single view of the
customer. This lets you build consistent and personalized
multi-channel experiences that help you boost revenue
with cross-sell and up-sell opportunities based on what
your customers like.
13
Turn Digital Experience Visions
into Reality
Getting rid of complexity in how your organization builds user journeys
will translate into smoother, more secure digital experiences for your
customers. By simplifying how your teams integrate different services
together—i.e. in testing new vendors, business logic or experiences
and deploying enhancements—you’ll help set that bar for providing
digital experiences that other companies will want to replicate for their
customers.
Furthermore, you know your customers’ expectations when it comes to

engaging with your brand online: convenience, security and privacy. You
can accomplish this by weaving together customer identity, risk providers,
databases and more into one seamless digital experience.
How to do this?
With identity orchestration.
WATCH THE VIDEO
Identity orchestration is essential in removing the complexities and friction

required to make smooth customer experiences happen across the entire
customer journey.
14
What Is Identity Orchestration?
Identity orchestration is the flexible approach to designing, testing and
optimizing digital experiences. Using a no-code/low-code environment
to integrate all the services and applications seamlessly together, identity
orchestration takes the friction out for your business to delight and
protect customers. For instance, your teams can automate the creation
of workflows using a drag and drop canvas to weave together identity
services like fraud detection, identity verification and authentication into
critical digital touchpoints along your customer journey.
Ultimately, identity orchestration makes it simple for your organization to

make security invisible to the customer until it needs to be seen.
Protection KYC Check Fraud Check
alliance
Approved
Biometrics
Register
User Enrolls Phone Watchlist Credential
Email
Name
SSN/DOB
Address Rejected
Bot Blocker
Document Needs
Verification Review
Leveraging identity orchestration to create digital experiences provides

your organization with the ability to rapidly iterate and optimize the user
journey. By taking an intuitive, graphical approach to building out a single
view of the entire customer journey you can:
• Experiment with different experiences to drive engagement.
• Swap out or test different vendors to manage cost-effectiveness.
• A/B test different workflows to measure performance.
Best of all, with identity orchestration, these tests and optimizations can
be pushed live so you can get them in front of your customers quickly.
15
Identity Orchestration Is Your Secret Advantage
Identity orchestration gives your organization the power to design and deploy digital
experiences that bring together convenience, security and privacy without compromise.
Not only that, but it will become your secret weapon to out-maneuvering your
competition. This is because identity orchestration helps you set the bar for digital
experiences among your competitors in your industry. They will be eager to replicate
what you’re providing for your users in order to bring back the customers that have now
preferred your brand instead.
Give Your Teams an Agility Boost
Low-code/no-code identity orchestration gives your organization the time to focus on

building experiences—not on the integrations or custom development that’s required
to connect to multiple vendor solutions or proprietary systems. Plus, your business
can rapidly iterate and test experiences without causing major disruption to your
teams, meaning that they can keep focusing on what is important: delivering customer
experiences that drive engagement.
Consistent Experiences Across Every Channel
As digital consumption rises, the number of digital touchpoints your business has
to design and maintain increases. Identity orchestration makes it simple to optimize
across multiple applications, devices and use cases to ensure that your customers have
consistent, personalized experiences with your brand—no matter what channel they are
engaging with.
Full Control Over Your Customer’s Experience
Taking advantage of identity orchestration allows you to use any customer identity or
business service to create the perfect digital experience. Your business will have full
control over what vendors and services you want to integrate into your digital experience
so you can generate the greatest amount of impact and engagement when interacting
with your customers.
Turning what you think your customer experience should be into reality is simple with
identity orchestration. By seamlessly weaving together the necessary customer identity
services with business applications, you can design, test and optimize digital experiences
that meet your customers’ expectations and deliver business impact that will be the envy
of your competitors.
Read this blog for a deeper dive into how you can build,
test and optimize customer experiences with identity orchestration.
16
CHAPTER 4
The Influence of Customer

Identity on Digital Experiences
Knowing who your customers are is essential to delivering How your brand integrates services together is only
the seamless, secure and personalized experiences that one piece of the puzzle. Another foundational aspect
they not only expect, but also drives engagement for you. is understanding how each service impacts how your
Unfortunately, a perfect solution that provides everything customers engage with your business online. Recognizing
your business needs in order to truly get to know your this influence at every interaction point can give your
customers doesn’t necessarily exist in one neat package. business an advantage to remove friction and make
it simple for customers to continue engaging with
But, there is a way. your brand.
Identity orchestration can Customer identity services are critical to ensuring your
users can securely engage with your brand online.
help your organization get However, approaching customer identity as not just a
to know your customers all means to an end for security—but also a key part in driving
engagement by removing friction—can help your business
while alleviating the friction, deliver the experiences your customers can’t
complexities and costs turn their back on.
associated with integrating

business applications and
identity services together.
The result is ensuring your
customers have a delightful
and secure experience.
17
Understanding the Basics of Customer Identity
A common misconception of customer identity is that it is simply a security tool to
protect customers and businesses from fraud and breaches. This scoped view will give
a business a decent foundation for securing user engagements online. However, this
only partially meets customer expectations when it comes to digital experiences and
can typically leave users frustrated with long registration forms, complex and confusing
password requirements and easily forgotten pin numbers to regain access to an account.
The difficulty comes down to deciding how much friction is the right amount of friction.
It is a classic “Goldilocks” problem: too much friction can result in frustration and
abandonment while too little results in a breach of trust. Understanding how customer
identity influences every step of the user journey can help you identify the right amount
of friction you can introduce into an experience. And once you find the perfect level of
friction, you’ll be confident in the identity of who you are engaging with and actually
makes it easier for your customers to put their trust in you.
The Identity Touchpoints in the

Customer Journey
From your customer’s perspective, your business is providing them a single experience
that they can engage with across all of your digital properties. With the right approach,
they shouldn’t see what’s actually happening behind the scenes.
That’s because your customers shouldn’t be able to tell that their digital experiences are
actually a series of touchpoints your brand has created by stitching together different
services and applications. Without customer identity seamlessly woven into every
interaction point, you could inadvertently let your customers in on what is going on under
the hood and leave them with a disjointed experience—with less than ideal security and
filled with friction.
Let’s explore the customer identity capabilities needed at every touchpoint that provide
your users a smooth and secure digital experience:
Detect Verify Profile Authenticate Authorize
Prospect Browse Website Create Account Update Profile Login Use Service Customer
18
Browse the Website – Detect Online Fraud
The increase in digital touchpoints in the customer journey hasn’t gone
unnoticed by fraudsters who are seizing this opportunity to defraud
customers and businesses. Protecting your customers and business from
fraud, therefore, relies on your ability to quickly determine if a visitor to
your website is a legitimate bot or a human, and whether that human is a
legitimate customer or a fraudster.
How is this done?
Many businesses rely on implementing CAPTCHA as part of the

digital experience to distinguish humans from bots. But these types
of authentication methods have the potential to frustrate legitimate
customers and thus impact their overall experience. This can lead to them
abandoning a purchase.
Customer identity can provide your business with the insights to rapidly
tell the difference between safe and risky users the moment a visitor
touches any of your digital properties. By doing so, you can help prevent
costly fraud. movements, copy/paste usage, auto-complete, etc.—to
identify them as a legitimate user.
Objective
Detect potential fraud without impacting the customer experience
How customer identity addresses it:
• Detect bots and bad actors by combining biometrics, behavioral

data and device intelligence to rapidly make decisions.
• Aggregate fraud and risk signals from multiple sources and pass
information directly to identity solutions for mitigation.
• Mitigate fraud in real-time by accessing risk and automating the

response to minimize friction in the customer experience before
fraud can occur.
Example: Don’t risk losing customers by asking them to prove they’re

not a bot by completing a CAPTCHA every time they checkout. Instead,
you can monitor visitor behavior—such as mouse movements, copy/
paste usage, auto-complete, etc.—to identify them as a legitimate user.
19
Creating an Account –
Verify Who Your Customers Are
Registration and account creation are pivotal moments of any user
journey. It’s where your customers decide to start a relationship with your
brand and are willing to give you personal information about themselves.
This touchpoint is not only an important opportunity to ask questions in

order to learn more information about your customers, but also for you
to verify their identity to gain confidence that your customer is the real
person they say they are. Make a good impression right from the start by
eliminating any unnecessary friction—such as long registration forms or
cumbersome identity verification checks—that would otherwise cause
new users to abandon the process altogether. This can be done by limiting
the information gathered to what’s absolutely necessary as well as letting
customers register using social media accounts.
Objective
Make registration or creating an account fast and frictionless
• Support for different registration options (social registration,

standard fields or registration with other identity providers).
• Easy-to-use identity verification methods that make it simple for

customers to prove who they are during registration.
• Giving customers single sign-on (SSO), creating a common

registration experience and one set of credentials to use across
every digital property.
• Customizable registration pages to reflect your business’s brand.
• Convenient and secure password policies.
Example: Allow your customers to create an account using their

existing Google or Facebook account, eliminating the need for them to
have to fill out a separate (and long) registration form.
20
Self-Service - Profile Management
Made Simple
Your customers don’t want to call or email to make basic changes to their
account profile. Nor do they want to have to update their information
across each of your digital properties whenever they want to make a
change. It’s up to you to give your customers the ability to view and
update their profile information on any digital property and have those
changes quickly take effect at every interaction point thereafter.
When you make it simple for customers to have control over their profile
information, you can build unified customer profiles that are the single
source of truth for all customer data. You can use these unified profiles to
build personalized experiences based on each customer’s preferences in
order to drive cross-sell and up-sell opportunities.
Objective
Make it simple for customers to manage their profile so you can use
their preferences to build consistent and personalized multi-channel
experiences.
• Consistent preferences across every digital channel.
• A unified customer profile that gives every application access to the

same profile and preference data.
• Store any custom attributes and unstructured data to capture the

necessary information required for a complete customer profile.
• Ability to consolidate unified profiles with bi-directional sync,

migration and coexistence.
Example: When your customer updates their address on your website,

they should immediately see the change take effect in their profile in
your mobile app. Additionally, when a customer selects they have a
certain preference, any of your customer-facing applications should be
able to leverage this data to serve up relevant content at every digital
touchpoint as a way to keep the customer engaged.
21
Signing-In - Seamless and Secure
Customer Authentication
Anytime your customers visit your digital properties, you have to make
sure that they are who they claim to be in order to provide a secure
experience. But you can’t sacrifice convenience in the name of protecting
against fraud or breaches; you need to provide both convenience and
security during authentication in order to make it simple enough for your
customers to log in, but impossible for hackers to bypass.
Asking customers to perform multi-factor authentication (MFA) to prove

their identity is essential to protecting both users and your brand, but you
shouldn’t require MFA at every interaction point as this will only lead to
frustrated customers. Make the right authentication decision by evaluating
user behavior and risk signals every time a customer attempts to login.
This includes allowing low-risk users to sign in without MFA.
Doing this helps your business confidently ensure your customers are who
they say they are, while providing them with the seamless experience they
deserve.
Objective
Make logging in convenient and secure across every digital channel
• Single sign-on (access to all applications with one username

and password).
• MFA and adaptive authentication to protect customers while

enhancing their experience.
• Multiple ways for customers to authenticate (SMS, email, push

notifications).
• Passwordless login.
Example: Instead of having to separate login screens and credentials

for different customer-facing applications, your customer has one
consistent sign-on experience for all of your brand’s services and
products.
22
Passwordless Authentication: Maximizing Security,
Minimizing Friction
Your customers don’t want authentication to be complicated. They have
been trying to eliminate friction on their own by using weak passwords
that are easy to remember but also easy to crack, and then they are
reusing the same password across multiple sites. This might have made
logging in a little easier for them, but has made their account more
vulnerable to hackers.
Give your customers the seamless experience they want without putting
them at risk, by “forcing” them to replace lazy password methods with
other authentication methods that improve digital experiences and
enhance security.
While shifting to passwordless authentication may seem a little out

there or unattainable, developing a strategy to phase out passwords on
your terms can set your business up for success, making it secure and
convenient for your customers to prove their identity.
Curious to learn more? Read the blog to get answers to

your questions about passwordless authentication.
23
Use Services –
Authorization for What Customers Can Do
Once your customers have logged in, you need to be able to ensure that
they can see and do what they came there to do, while having insights
into how their data is being used. If your business leaves authorization
up to each customer-facing application team, the experience and privacy
of your customers will suffer. This is because customers will encounter
inconsistent and disjointed digital experiences that potentially expose
their data in ways they wouldn’t approve of.
Centralizing authorization in your organization takes a context-aware

approach to evaluate access requests in real-time. This is a way to give
customers a seamless experience and protect their data.
Objective
Protect customer data with consistent experiences
• Dynamic authorization to centrally enforce contextual, fine-grained

access policies.
• Tailored logic around what customers can see and do to provide

seamless, consistent experiences.
• Manage and enforce privacy and consent to protect customer data.
Example: Instead of forcing customers to do MFA whenever they

take any action—from checking a bank balance to setting up a wire
transfer—only prompt for MFA when a person attempts a high-risk
transaction, such as transferring a certain amount of money over a
certain threshold.
Read the blog to discover how

customer identity solutions can help
you address data privacy challenges
and opportunities.
24
Support: Making It Easy for Customers to Get the Help
They Need
If your customers are contacting support, it’s often because they’re

experiencing a problem and are frustrated. Don’t add on to an aggravating
experience by then making them go through a tedious process to identify
themselves. Instead, make it simple for them to get the support they
need without making them tell you what their first car was, their mother’s
maiden name or answer any other easily forgotten security questions.
This is especially important if your customer has already logged into your
site. Once they log in on any of your digital properties and try to access
support, it’s up to you to start that interaction off on the right foot. Do this
by beginning the conversation with a “What can I help you with today?”
rather than a “Who are you?”.
Objective: Resolve their problem quickly and efficiently; don’t add to their
frustration
• Delegated administration to control which user data support reps can

see or edit.
• A face scan from a trusted device or other biometric options to verify

customer identity.
• Persistent sessions across channels to eliminate redundant

authentication steps.
Example: If your customer is logged into their account and uses

the “call customer support” feature, they shouldn’t have to provide
their password again or remember the answers to security questions.
Instead, their initial authentication should suffice. If they called
into support directly, you could send a convenient push notification
to their phone for authentication. You can also control what
information from the customer profile is accessible by customer
service reps, so you’re able to protect sensitive data.
25
Respect Customer Privacy Everywhere
Privacy isn’t limited to one stage of the customer journey. Businesses

must comply with one or more privacy regulations that are applicable at
multiple touchpoints in a digital experience, such as EU’s General Data
Protection Regulation (GDPR) and Revised Payment Services Directive
(PSD2) and the California Consumer Privacy Act (CCPA).
Going beyond treating regulations requirements as a simple “checking

a box” initiative not only prevents costly fines, but also gives you the
opportunity to earn customer trust and loyalty by giving them control
over and insight into their data.
Your customers should have the ability

to make decisions not only about who
their data is shared with and how it’s
shared, but also what data is shared
in the first place. Beyond merely
collecting consent, though, you also
need to enforce it. Customers should
also be given the ability to easily
revoke consent at any time. This is how
you build trust.
Customer identity solutions can provide your business with centralized
authorization authority that enables you to meet always-changing
regulations and respect customers’ privacy. It all starts by providing users
full control and insights into their data.
26
CHAPTER 5
Taking the Right Customer Identity

Approach for Your Business
As you evaluate the best customer identity solution to use, you may wonder whether or not your current enterprise
identity solution can be extended to address customer requirements, before making any other decisions. If not, then you
may wonder if you’re better off building your own solution.
But, there’s also an option that meets the best of both worlds, which is utilizing a dedicated customer identity solution
that can be customized to fit your businesses’ needs.
To help you navigate this decision, let’s take a closer look at your options.
Option A: Extending Your Enterprise Identity Solution

As you consider how to address your customer identity needs, you may look first at your current enterprise identity
solution. Since it may be working well enough for your workforce requirements, you could be tempted to figure out how
you can extend it to address your customer requirements as well.
If your requirements for customer identity are minimal, your enterprise identity solution may be up to the task. To
evaluate whether or not your current system is a feasible solution, you’ll want to consider your requirements for scale,
profile attributes and support:
• Scale: Do you need the ability to support spikes in demand? How many customer identities must you support? If
you’re supporting thousands of customer identities with no expectation of needing to support millions of identities in
the future—and you can also expect a predictable volume of demand—then your current enterprise identity solution
may suffice.
• Attributes: Do you store a lot of different customer attributes? Do you need to support unstructured data or custom
attributes? If your profile data consists of basic fields like name, email and address, you may be able to accommodate
customer identity with your current enterprise stack.
However, it’s worth taking into consideration that in order to provide customers with the best experience, you may
need to store custom attributes like opt-ins or premium member status. You may even need to store unstructured
data like a JSON blob of preferences or a browser fingerprint.
Traditional identity solutions may not be able to support these types of profile data, which not only limits the
experience your applications can deliver to your customers, but how secure those experiences are overall.
• Support: Does your IT team have the ability to support app launches and tight deadlines? How many apps will
IT need to support? By relying on your current enterprise identity stack, you’ll also be relying on your current IT
resources. Therefore, you’ll want to be sure you have sufficient resources to support the needs of fast-moving
development teams.
27
It’s possible you may find that your enterprise identity solution is enough. But for many organizations, this evaluation will
reveal many gaps.
Traditional identity security solutions were designed for workforce applications where the main goal of the system was
to protect enterprise data and manage internal access. But since these systems were built for non-customer applications
and use cases, they aren’t intended to accommodate critical customer features such as: self-service registration and
account management, social registration and login, detecting online fraud, storing rich customer profiles, handling
demand spikes and many others.
Enterprise identity also has little regard for the experience customers demand in general. The features you consider to
be optional “nice-to-haves” for your workforce are absolute “must-haves” for your customer use cases. Remember, unlike
those in your workforce who will forgive you for clunky login experiences, your customers have specific preferences
when it comes to choosing a brand that provides the digital experiences they want. Fail to delight them, and they won’t
hesitate to go to a competitor.
Bottom Line: Enterprise Identity Often Lacks Critical Capabilities for Customers
Enterprise identity solutions may work for some less-demanding customer use cases. But for many, trying to extend
enterprise identity to address customer requirements creates unnecessary risks like:
• Poor customer experience.
• No elasticity to accommodate spikes in engagement.
• Limited horizontal scalability.
• Increased security risks.
• No support for online fraud detection or identity verification.
• Regulatory compliance challenges.
• No customer-friendly methods of multi-factor authentication.
Read the blog to learn about the origins of

customer identity and access management.
28
Option B: Building Your Own Customer Identity Solution
Building your own customer identity solution may seem like a smart way to meet your specific requirements, especially
when you have developer resources in-house. And, an enterprise like yours never turns down a good challenge, right?
Unfortunately, architecting a homegrown solution can be a massive undertaking that can slow down getting to market.
It may seem that implementing a customer identity solution is little more than a registration and login form. But, should
you decide to take up the challenge of building a customer identity solution, you’ll soon find that it’s a lot harder than
it looks. Other deliverables will soon become evident. You’ll have to find answers to questions that can drastically slow
down the time it takes to manage your identity solution and get products to market, like:
• How do you enable social registration and login? • What about MFA?
• Are you prepared for the complexities of identity • How do you enforce privacy?
standards?
• Will customers be able to log in during
• How will you enable single sign-on for every demand spikes?
application, including non-standard and
• What about passwordless authentication?
legacy systems?
• Will development times impact timelines in
• What about authentication policies for different apps?
getting to market?
• How will applications be protected from breaches
and fraud?
If you have ready answers to these questions and ample resources to support a DIY system, then building your own
customer identity solution may be an option for you. But most likely, this exercise will produce a lengthy to-do list and
illuminate the many disadvantages of trying to undertake a custom build and the maintenance required to support it.
Bottom Line: DIY Solutions Can Create More Problems Than They Solve
Instead of providing the customization you envisioned, building

your own DIY solution for customer identity often creates more problems like:
• Lengthy design and implementation.
• Ongoing maintenance requires specialized resources.
• Potential security gaps.
• Lack of standards support.
• Inflexible project-specific solutions.
Read the blog to better understand the risks of

of building vs. buying a customer identity solution.
29
Option C: A Purpose-built Customer Identity Platform
Enterprise identity can’t always handle the scale and performance requirements, let alone the experience and privacy
requirements to meet customer needs. And the other option of attempting to build your own solution is like trying to
reinvent the wheel—or a rocket ship. It just doesn’t make sense to take on such a risky and overwhelming task when you
have the option of using an integrated and dedicated customer identity platform instead.
A purpose-built platform solution that’s designed specifically for the requirements of customer identity and developed
by identity experts—who’ve spent decades getting it right—gives you all of the capabilities you need to deliver the
seamless and secure digital experiences your customers want. And, it does this without wasting resources on other
options that will eventually not meet your needs or will be too difficult to create. With a dedicated customer identity
solution platform, you’ll be able to:
• Rapidly build, test and optimize customer journeys as a way to keep ahead of the competition with innovative digital
experiences.
• Give your customers easy-to-use registration, sign-on, support and more so you can acquire more customers and
keep them coming back.
• Detect and mitigate potential malicious activity to protect you and your customers from fraud or breaches.
• Deliver personalized, multi-channel experiences that drive revenue wherever customers interact with your brand.
• Give customers insight into and full control over their data in order to adhere to privacy regulations and build trust.
Bottom Line: A Purpose-built Customer Identity Platform Provides Everything You Need
A fully integrated customer identity platform provides powerful capabilities like:
• No-code identity orchestration to design seamless customer experiences by integrating all your chosen identity
vendors together with the ability to A/B test to optimize.
• Enterprise-grade authentication for single sign-on.
• Adaptive multi-factor authentication with support for multiple authentication options, including passwordless.
• Configuration and customization options to deliver personalized experiences.
• Online fraud detection to detect and mitigate fraud across every channel.
• Ability to store identity and profile data how and where you’d like.
• Regulatory compliance and consent management.
• Handle complex enterprise use cases with custom apps.
• Meet scale and security SLAs.
Read the buyers guide to better understand

what you should look for in a customer identity vendor.
30
DIY Customer Identity Enterprise Customer Purpose-built Customer
Identity Identity
Time to Market Slow, need to develop baseline Slow/Medium, need to modify Fast, use a proven no-code
identity expertise prior to existing or legacy systems to orchestration solution to rapidly
developing customer identity handle customer identity use design, build and optimize digital
solution cases, if possible. experiences
Integrations Requires development time to Existing systems may not support Use out-of-the-box integrations to
build and support integrations new technologies that are critical business and identity applications
that can connect to homegrown for digital experiences to design the experiences you
solution want your customers to have
Customer You will have complete control Experiences may be less than Use pre-built workflows, templates
over the experiences you build optimal for customers or not be and APIs to choose from to create
Experience
supported experiences that align with your
business
Scale & Possible, but requires specific May not meet customer scale and Build to handle and adapt to
expertise and resources to performance requirements changing scale and performance
Performance
manage needs
Resources Requires specialized, technical Requires IT resources to support Resources requirements needed
resources to build and maintain application teams primarily for deployment
Required
Customer Data Can architect the customer May have rigid scheme and limit Flexible schema to store custom
identity store however you like what type of data you can store and unstructured attributes
Security Possible, but requires specific May not meet customer identity Provides build-in security,
expertise and resources to security SLAs particularly in enterprise-grade
manage customer identity solutions
Fraud Requires time-consuming May not support online fraud Provides online fraud detection
integrations and difficult to detection and mitigation solutions that orchestrates signals from
manage multiple fraud vendors multiple sources to quickly detect
and signals and mitigate potential sources of
fraud
MFA Possible, but time-consuming May not have customer-friendly Many will focus on authentication
to build authentication methods (i.e. push methods that customers will
notifications from a mobile app) actually use
Authentication Resources required to build Most customer identity features Provides out of the box:
single sign-on, passwordless, not available • Passwordless authentication
social login & registration,
• Adaptive authentication
adaptive authentication, and other
that looks at user behavior
use cases
and risk signals to prompt for
MFA
• Social registration & login
• Identity verification
31
CHAPTER 6
Making the Business Case

for Customer Identity
Enhancing the digital journey for customers is a strategic priority for most organizations. But the responsibility for
transforming how a customer engages with a brand online rarely falls to a single group. Building smooth, secure digital
experiences that successfully drive revenue, increase engagement and inspire brand loyalty, requires a cross-functional
effort with collaboration between multiple teams—across an entire organization.
Your business will have to bring together digital experience, product management, marketing, IT, identity and compliance
teams to build a cohesive customer journey. However, each of these groups will have varying levels of understanding of
how customer identity can help address key challenges in removing customer friction without compromising security
and privacy.
You can get ahead of future roadblocks and delays by getting every team on the same page with customer identity
before embarking on any digital experience overhaul initiative. By building a business case that’s tailored to each teams’
objectives and needs, you can elevate the value customer identity can bring to an organization—all while ensuring your
enterprise is prepared to make a decision regarding a vendor.
Customize Your Business Case For

Every Audience
We know that customers demand convenience, security and privacy in every
digital interaction with a brand (read Chapter 2 of this guide if you aren’t
convinced). But teams inside your organization tend to be more laser-focused
on one aspect of the digital journey than other aspects. This means they often
align objectives with goals that only meet some of the needs of your customers
and some of the security requirements of your organization long-term.
With customer experience initiatives, there are generally two groups of teams
that will have to work together despite having different objectives:
• Engagement-Focused: Building digital experiences that are

frictionless to drive engagement.
• Security & Privacy-Focused: Ensuring customer security and privacy

with resources available.
Customizing how you make your business case can help bridge the gap
between these two groups’ objectives, allowing you to align on a customer
identity solution that delivers both smooth and secure digital experiences.
32
Engagement: Drive Business with Delightful
Experiences
Engagement-focused teams are tasked by the business to
streamline how customers interact with a brand, in order to drive
revenue, increase acquisition, reduce abandonment rates and boost
customer lifetime value. These teams will look for any opportunity
to remove friction in the user experience to meet those business
goals. While they do want to ensure every digital experience is
secure, they don’t want those security or privacy controls getting in
the way of revenue or product release timelines.
Conversations with these teams are generally always centered

Calculate the Value of
around how customer identity is the foundation of seamless digital
Customer Identity
interactions—from account creation and login to contacting support. Customer identity can significantly
And it is possible for security to be invisible unless absolutely impact how your users engage with your
necessary to avoid abandonment-inducing friction. This can give brand. But what is the impact on your
them peace of mind that customer identity—when done right— business when you use customer identity
enables the business to keep customers coming back for more. to enhance the digital experience? By
looking at abandonment rates, average
customer lifespan and site visitor data,
Teams:
your business can start calculating the
Digital Experience, Product Management, Marketing, numbers to see how customer identity
Business Units can drive revenue and retain customers.
Use this calculator to estimate how using

What a care about: customer identity solutions can deliver
measurable results and see what is
How customer identity impacts top-line revenue, customer possible for your business.
acquisition and retention and time to market
WATCH THE VIDEO

How to communicate customer identity’s value:
• Build support by providing an analysis of the business value

customer identity creates, measured in revenue, customer
acquisition and similar metrics.
• Share data on current abandonment rates for login and

registration forms and explain how identity can improve them.
• Provide specific examples of how customer identity can

improve user experience by removing friction at every step of
the customer journey.
• Optimize digital experiences faster to stay ahead of the

competition.
33
•
Security & Privacy: Boost Agility to Protect Customers
For the teams charged with securing digital interactions and ensuring
compliance, customer identity is key to preventing data breaches,
detecting and mitigating fraud and protecting customer data. These
teams are focused on giving the business greater confidence in the
identity of who they are engaging with. And with user experience at the
top of the priority list, they know they can’t make getting this level of
assurance too hard on customers.
Adding to the difficulties these teams face is the constant pressure

to maintain a high degree of agility in order to be able to adopt new
technologies and rapidly evolve the end-user experience while at the same
time lower the total cost of ownership. Conversations with these teams
should then be focused on how customer identity can enable businesses
to increase their agility to rapidly meet customer security requirements
and privacy regulations, without increasing costs and delaying time to
market.
Teams:
IT, Security, Identity, Compliance, Fraud
What a care about:
How customer identity meets their security and compliance

needs and impacts cost savings
How to communicate customer identity’s value:
• Discuss the ways that customer identity makes teams

more efficient.
• Demonstrate how it offers a lower total cost of ownership (TCO).
• Address the need for scale and adaptability and how customer
identity meets it.
• Identify your various customer use cases and how customer identity
supports them.
• Address the need for security and how customer identity meets it.
34
Use Customer Identity to Power
Engaging Digital Journeys
The rapid rise of digital experiences isn’t a temporary trend but rather a
paradigm shift in how all brands approach engaging with their customers.
Now businesses have to build customer journeys where smooth and secure
digital touchpoints are no longer “nice-to-haves” but “must-haves”—in order
to remain competitive.
Weaving customer identity seamlessly through every interaction can give

your brand an advantage when developing engaging digital experiences
that both acquire and retain users. Taking an intuitive approach to customer
identity will not only help you delight and protect your customers, but boost
your teams’ agility and flexibility in the long run.
Build, test and optimize your digital experiences for your customers using
Ping’s customer identity solution, which won’t force you to compromise
between convenience, security and privacy. PingOne for Customers helps
your business deliver engaging digital experiences without sacrifices—in
order to build loyalty, drive revenue and out-manuever the competition.
To learn more about how you can design innovative

and secure digital experiences for your customers,
visit our website.
35
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Customer Identity

2. Security: Safe and Secure Digital Interactions 9

Delivering experiences that satisfy every customer’s desire

That “sweet spot’s” name is customer identity.

If done right, customer identity is a way to transform the

Banking Has Left the Branch

• Consumers prefer to handle transactional activities

• Transfer funds - 76%

• Pay bills - 80%

• Update account information - 72%

• Also, warming to the idea of opening a personal bank

Retail Shopping Online All the Time

• 1 in 3 shoppers have made a purchase on social

• 68% of customers say they’re online more often than

Healthcare Doesn’t Start at the Doctor’s Office,

• 44% of patients access test results using an online

• 61% of patients will switch healthcare providers to

And, though that bar is high, simply recognizing—and addressing—just

Convenience Security Privacy

Multi-Channel: Don’t Make Me Repeat Myself

Remembering these intricate passwords is just as difficult,

Fast: Don’t Make Me Wait

Remember—no one comes to your site to see how great

Breaches: Don’t Expose My Personal Data

If you’re storing user data, you have the responsibility for

Read this white paper to learn how multi-factor

WATCH THE VIDEO

For example, businesses are taking steps to stop potential fraudsters in

Read this white paper to learn how behavior

It’s all too easy to see compliance as just another hurdle

Delivering on Convenience, Security and

What happens when businesses attempt to bring these forces together is

Furthermore, you know your customers’ expectations when it comes to

With identity orchestration.

WATCH THE VIDEO

Identity orchestration is essential in removing the complexities and friction

Ultimately, identity orchestration makes it simple for your organization to

Protection KYC Check Fraud Check

Leveraging identity orchestration to create digital experiences provides

• Experiment with different experiences to drive engagement.

• Swap out or test different vendors to manage cost-effectiveness.

• A/B test different workflows to measure performance.

Give Your Teams an Agility Boost

Low-code/no-code identity orchestration gives your organization the time to focus on

Consistent Experiences Across Every Channel

Full Control Over Your Customer’s Experience

The Influence of Customer

associated with integrating

The Identity Touchpoints in the

Detect Verify Profile Authenticate Authorize

How is this done?

Many businesses rely on implementing CAPTCHA as part of the

Detect potential fraud without impacting the customer experience

How customer identity addresses it:

• Detect bots and bad actors by combining biometrics, behavioral

• Mitigate fraud in real-time by accessing risk and automating the

Example: Don’t risk losing customers by asking them to prove they’re

This touchpoint is not only an important opportunity to ask questions in