This document discusses the importance of customer experience for digital businesses. It notes that superior customer experience can positively impact a brand's attitude, digital conversion success rates, and how often customers use other channels instead of direct engagement. The document then discusses how customer experience encompasses many aspects of a customer's interactions, such as ease of use, self-service abilities, and expectations management. A large portion focuses on password usage and how removing passwords can improve the identity experience by streamlining registration, login, account recovery and other processes. It promotes a passwordless authentication solution as providing better security alongside a more familiar customer experience.
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?
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.)
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
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