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 as a matter of fact pushed the fundamental shift on how to properly accommodate multichannel customer behaviors. It isn’t longer an exception these days to provide a smooth multichannel experience but more of a rule. It can literally bring competitive edge to your brand by having a connected customer experience. This at the same time makes security to become more crucial especially if you’re dealing with sensitive data of thousands of customers. The truth is, customers can quickly lose their trust on your brand with just a single breach. Since each and every security measure you take comes at the expense of CX or Customer Experience, this brings lots of questions on how brands can strike a balance between security and customer experience. Well fortunately, there are various ways on how this can be done like what’s listed below:
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Number 1. Finding cIAM solution – today, there are plenty of cIAM solutions out there and each of it has 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. For you to be sure that you’re talking with the right cIAM vendor, you’ve got to ask them questions similar to 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.
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Number 2. Enable secure and smooth authentication – multifactor authentication is a good initiative with regards to security. With multifactor authentication technology, this is requiring the users to provide different kinds of verification just to prove his or her identity. Making users to go through 2 levels of authentication is a common approach when it comes to MFA. First, users have to submit their credentials and once done an OTP or One-time password login is sent into registered mobile number. Number 3. Centralizing and securing data – if you wish to have a seamless multichannel experience among your consumers, then it is vital 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. Missed area is enough to compromise security or customer experience is ruined or worst, it can be both. A big number of security requirements similar to end to end encryption doesn’t directly affect customer experience. Generally, having stronger encryption means more security but there needs to be balance to it.