stock-photo-16919804-video-concept-icon.jpgThe Identity and Access Management (IAM) industry is undergoing dramatic changes as identity management shifts from handling employee identity data to customer identity data. And the analyst community is helping organizations understand the new requirements and make the transition.

In 2015, analysts including Forrester and Gartner published research about the evolving Customer Identity and Access Management (CIAM) space. It was the first step in officially defining what is expected to be a growing and developing discipline.

In their recent papers, the analysts point to several business drivers heralding the need for specific customer identity management. Digital business is transforming relationships and interactions between customers and brands. As the competitive battleground moves from price and product to consumer experience, organizations need to deliver seamless, personalized customer engagement across multiple channels. Accomplishing this depends on capturing, managing, securing and using customer identity data.

In addition to these macro business drivers, the analyst community has identified key trends and events further advancing the need for customer identity management. For instance, being able to protect customer data privacy is an increasingly important issue. Legislation such as the revocation of the Safe Harbor Act is putting more pressure on businesses to give customers control over how their data is used and shared. Security is another critical challenge as organizations make sure sensitive customer data is not breached.

Analysts agree that customer identity data management is distinctly different than managing employee data in traditional IAM use cases. For instance, the scale is significantly larger. In traditional IAM, systems handle several thousand employees, but in customer IAM, the systems must be able to handle hundreds of millions of employees without performance degradation. Security is also crucial to protect customers and avoid the brand damage a breach can cause. Plus, organizations need a single view of the customer that aggregates data from data silos in order to deliver seamless customer experiences.

To address CIAM’s unique requirements, the analyst define a range of advanced, next-generation solution capabilities including:

  • Social login
  • Adaptive authentication
  • End-to-end data encryption
  • Best practice password support
  • Delegated account administration
  • APIs and pre-built templates to speed time to market
  • Many others….

If your organization is looking for the right technologies to support your customer engagement initiatives, this new analyst research on CIAM is a good resource. It can help inform your next steps in implementing a solution that will deliver the capabilities needed to advance digital business.

Presenter: David Ely, Chief Architect, UnboundID