How To Achieve Balance Between Customer Experience And Security
Customers of this modern time interact with brands through multiple channels and over multiple devices. This has resulted in fundamental shift on how new multichannel customer behaviors is being accommodated. Providing a smooth multichannel experience isn’t longer an exception but more of a rule. Connected customer experience can literally bring a competitive edge to your brand.
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. In fact, just a single breach is enough to make your customers lose their trust on your brand. And because every measure you are taking in affect the CX or Customer Experience, this is actually raising lots of questions on how brands can achieve balance between security as well as 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. So, if you have plans of buying one for your brand, be sure that it comes with your preferred security feature. 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. Multifactor authentication technology is demanding users to provide different forms of verification 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, the users need to submit their credentials and once done an OTP or One-time password login is sent into the mobile number registered.
Number 3. Centralizing and securing data – if you like to have seamless multichannel experience to your consumers, then it is crucial 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. If there is a missed area, it is possible to compromise security, ruin customer experience or 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.