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1
1
What impact has customer
experience on your digital
business?
2
Quick
Introduction
Come meet us!
Peter Feijen Tristan Wattiez
Solution Engineer Sales Director BeNeLux
We’re at stand 10
3
The parking lot
First impressions matter!
The first interaction with your customers &
prospects is a registration or authentication
process.
4
What topics or questions
would you like to have
answered during this
session?
ⓘ Start presenting to display the poll results on this slide.
5
Why Customer experience is so important
The impact of customer experience:
• Attitude towards your brand
• Success rate of digital conversion
• How frequently customer turn to other channels to
get things done, including call center
Did you know?
● 67% of customers
would pay more for
superior experience
● Emotional connection
to a brand due to
good CX drives
customer spend
twice as much as
just feeling satisfied
Offering the lowest price and best
product is today not enough.
6
Customer experience is very broad...
• How to address the customer?
• How many clicks to success?
• The ability to self service?
• How clear is the process?
• How much time to they need to spend?
• How satisfying is the experience?
• Are you providing the right information at the right time?
• Are you managing customer expectations?
• Are customers emotionally engaged?
• What do they need to do / prove / show before they can interact with you?
• Does the first interaction takes more time than every next one?
7
8
The Identity experience
9
The identity
experience
• Web
• Mobile
• Kiosk
• Store
• Chat
• Call center
• Social
• Mobile
• Etc.
The customer experience when users access their personal accounts, web or mobile
apps, customer support and other resources.
Where access requires authentication, typically a login, to verify the user’s identity
>> usually (at least) a password <<
10
>80%
of breaches are linked to
passwords
10
58%
of breaches led to
compromised personal data
37%
of breaches were conducted
purely to harvest passwords
Source: Verizon 2020 Data breach investigations report
The Role Of Passwords In Data Breaches
96%
of breaches needed 4 steps
or less
11
66%
of consumers will leave a
website if the registration
process is too long
11
92%
of users would rather leave a
website than recover or reset
64%
of consumers will abandon a
website if asked to create a
username & password
Source: Transmit Security Report
The Impact Of Passwords On Customer Experience
12
Types of authentication
Something you know
(passwords, PIN, secret
questions,etc.)
Something you have
(tokens, OTPs, certificates, etc.)
Something you are
(fingerprint, face, voice, etc.)
13
The evolution of authentication
14
89%
of consumers believe
biometrics are more or
equally secure as
passwords
87.5%
of consumers have been
locked out of their account
due to too many login
attempts
68%
of consumers would prefer
to use biometrics than
traditional two-factor
authentication
Source: 1&2 - Transmit Security, 3 - FIDO
Key statistics
15
What if...
● Better security & a familiar CX can go together
● No software install is needed
● Personal and non-personal devices are supported
● You don’t need a password or a username anymore
16
Native Passwordless In Action
1
Laptop
17
Native Passwordless In Action
2
Mobile
18
Native Passwordless In Action
3
Account
Recovery
19
Customer experience when removing passwords
Primary Login
Decrease Failure
More than 40%
Secondary
Authentication
Reduce MFA
50%+
Instant Account Recovery
<30 Seconds
Reduce User Attrition
60%-80%
Mobile
Improve Mobile Application
Adoption
Contact Center
Reduce Identity
Validation time to
20 Seconds or Less
Registration
Reduce Abandonment
>20%
Using improved security to improve the user experience
21
How do you imagine the
ideal identity experience?
ⓘ Start presenting to display the poll results on this slide.
22
About
Transmit
Security
Focus on real business outcomes
using security to improve the user
experience
Consumer IAM Focus
• Standards based
• Delivered as a service
Native Passwordless, the ability
to delete passwords from:
• User Experience
• Browsers
• User Store
Strongly authenticate any user from any
device, with no software on that device
23
Primary Login
Decrease Failure
More than 40%
Secondary
Authentication
Reduce MFA
50%+
Instant Account Recovery
<30 Seconds
Reduce User Attrition
60%-80%
Mobile
Improve Mobile Application
Adoption
Contact Center
Reduce Identity
Validation time to
20 Seconds or Less
Registration
Reduce Abandonment
>20%
Using improved security to improve the user experience

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DFS21_Workshop_Tristan Wattiez and Peter Feijen_Transmit Security_211130

  • 1. 1 1 What impact has customer experience on your digital business?
  • 2. 2 Quick Introduction Come meet us! Peter Feijen Tristan Wattiez Solution Engineer Sales Director BeNeLux We’re at stand 10
  • 3. 3 The parking lot First impressions matter! The first interaction with your customers & prospects is a registration or authentication process.
  • 4. 4 What topics or questions would you like to have answered during this session? ⓘ Start presenting to display the poll results on this slide.
  • 5. 5 Why Customer experience is so important The impact of customer experience: • Attitude towards your brand • Success rate of digital conversion • How frequently customer turn to other channels to get things done, including call center Did you know? ● 67% of customers would pay more for superior experience ● Emotional connection to a brand due to good CX drives customer spend twice as much as just feeling satisfied Offering the lowest price and best product is today not enough.
  • 6. 6 Customer experience is very broad... • How to address the customer? • How many clicks to success? • The ability to self service? • How clear is the process? • How much time to they need to spend? • How satisfying is the experience? • Are you providing the right information at the right time? • Are you managing customer expectations? • Are customers emotionally engaged? • What do they need to do / prove / show before they can interact with you? • Does the first interaction takes more time than every next one?
  • 7. 7
  • 9. 9 The identity experience • Web • Mobile • Kiosk • Store • Chat • Call center • Social • Mobile • Etc. The customer experience when users access their personal accounts, web or mobile apps, customer support and other resources. Where access requires authentication, typically a login, to verify the user’s identity >> usually (at least) a password <<
  • 10. 10 >80% of breaches are linked to passwords 10 58% of breaches led to compromised personal data 37% of breaches were conducted purely to harvest passwords Source: Verizon 2020 Data breach investigations report The Role Of Passwords In Data Breaches 96% of breaches needed 4 steps or less
  • 11. 11 66% of consumers will leave a website if the registration process is too long 11 92% of users would rather leave a website than recover or reset 64% of consumers will abandon a website if asked to create a username & password Source: Transmit Security Report The Impact Of Passwords On Customer Experience
  • 12. 12 Types of authentication Something you know (passwords, PIN, secret questions,etc.) Something you have (tokens, OTPs, certificates, etc.) Something you are (fingerprint, face, voice, etc.)
  • 13. 13 The evolution of authentication
  • 14. 14 89% of consumers believe biometrics are more or equally secure as passwords 87.5% of consumers have been locked out of their account due to too many login attempts 68% of consumers would prefer to use biometrics than traditional two-factor authentication Source: 1&2 - Transmit Security, 3 - FIDO Key statistics
  • 15. 15 What if... ● Better security & a familiar CX can go together ● No software install is needed ● Personal and non-personal devices are supported ● You don’t need a password or a username anymore
  • 16. 16 Native Passwordless In Action 1 Laptop
  • 17. 17 Native Passwordless In Action 2 Mobile
  • 18. 18 Native Passwordless In Action 3 Account Recovery
  • 19. 19 Customer experience when removing passwords Primary Login Decrease Failure More than 40% Secondary Authentication Reduce MFA 50%+ Instant Account Recovery <30 Seconds Reduce User Attrition 60%-80% Mobile Improve Mobile Application Adoption Contact Center Reduce Identity Validation time to 20 Seconds or Less Registration Reduce Abandonment >20% Using improved security to improve the user experience
  • 20. 21 How do you imagine the ideal identity experience? ⓘ Start presenting to display the poll results on this slide.
  • 21. 22 About Transmit Security Focus on real business outcomes using security to improve the user experience Consumer IAM Focus • Standards based • Delivered as a service Native Passwordless, the ability to delete passwords from: • User Experience • Browsers • User Store Strongly authenticate any user from any device, with no software on that device
  • 22. 23 Primary Login Decrease Failure More than 40% Secondary Authentication Reduce MFA 50%+ Instant Account Recovery <30 Seconds Reduce User Attrition 60%-80% Mobile Improve Mobile Application Adoption Contact Center Reduce Identity Validation time to 20 Seconds or Less Registration Reduce Abandonment >20% Using improved security to improve the user experience