Building security into the customer experience
Companies need to secure their digital channels against malicious attackers—without creating a negative experience for their customers.
Before the coronavirus pandemic, online business interactions were as least as common as in-person interactions. Since the outbreak, they have become the norm. As companies prepare for postpandemic operations, many business leaders are thinking about the shape of the “new normal.” One thing they can agree on is that the quality of the online customer experience will matter more than ever.
To meet demand, companies continue to expand their consumer-facing platforms. But consumers do not always enjoy the time they spend on them. Whether they are paying utility bills, ordering groceries, or keeping telehealth appointments, they have struggled with cumbersome and frustrating digital-authentication requirements. Much of their dissatisfaction stems from levels of complexity that companies have introduced to thwart cyberthreats. Yet those threats have if anything increased.
For these reasons, leading companies are stepping back to think about designing a secure customer journey—that is, a relatively engaging online and mobile experience for legitimate users that is also safe from cyberattacks and fraudsters. This is a worthwhile effort because the constituent programs and controls, including those for consumer-identity and access management (CIAM), have significant business implications.
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Πηγή: mckinsey
