By definition, any effective CIAM strategy should work to better both security and the customer experience as well as make operations more efficient and compliant with regulations. With respect to CIAM strategies and their actual applications, this blog is devoted to the description of real-life case studies or CIAM projects, the problems encountered and solved, and the best practices learned.
Success Stories of CIAM Implementation:
Adidas: Revolutionizing E-Commerce
- Challenge: Adidas is an international sportswear company that also struggled with offering customers a smooth purchasing experience on the Internet because of the lack of unified client database and Client identification and verification.
- Solution: Customer Identity and Access Management – where Adidas integrated its customer identities across all the touchpoints. This also consisted of implementing SSO, social login, and MFA with an aim of improving the security as well as convenience.
Airbnb: Ensuring Trust and Safety
- Challenge: Drawing attention to the primary importance of safeguarding visitors as well as maintaining the guests’ confidence and satisfaction, Airbnb was obligated to provide a safe and efficient environment with an available lodging experience system.
- Solution: The CIAM solution used by Airbnb was based on risk-activation based biometrics, fraud detection, and user profiling. This was useful in ensuring that the platform detects and eliminates possible security risks in the course of operating.
Bank of America: Strengthening Digital Banking
- Challenge: Bank of America sought to create a convenient and safe online banking platform for its customers while meeting all the laid down finance standards.
- Solution: The bank adopted a CIAM solution that featured MFA, AA, and UC with consent. This was possible because it offered secure means of accessing digital banking services and as well offer clients customized financial products.
Zalando: Elevating Fashion E-Commerce
- Challenge: Zalando for example, a big online fashion platform in Europe, dealt with the problems of delivering a smooth and safe purchase experience that would permeate through different digital platforms.
- Solution: Zalando adopted a CIAM solution to consolidate customers’ identities and optimize their authorization practices. Integration was also implemented and included SSO and Social Login, MFA for both security and usability.
Spotify: Securing the Streaming Process
- Challenge: Spotify is a global online music streaming company and it required a robust security measure to grant access to its platform though, the solution must not interfere with the platform’s user experience.
- Solution: The CIAM solution that Spotify chose was based on risk-based authentication, fraud, and user experience and profiling. This allowed the platform also to be protected from potential security threats as they occurred in real life.
Zoom: Securing Video Communications
- Challenge: During the year, Zoom has been noticed that due to the COVID-19 pandemic outbreak, many companies are adopting work from home policies and virtual meetings.
- Solution: Zoom adopted a CIAM solution where the methods that were adopted included MFA, adaptive authentication, and user consent. This enabled the creation of secure virtual conferences as well as custom modes of user interactions.
Walmart: Scaling CIAM
- Challenge: Walmart, also known as the world’s largest retailer, had a pressing need for an efficient CIAM solution that would allow it to handle millions of clients’ identities along with protecting online transactions.
- Solution: To be more precise, Walmart used a CIAM solution that offered significant integration capacities and secure purchasing. The consumers could be able to have one identity for the online and physical marketplace purchases.
Why Unifed for CIAM?
A key CIAM provider that would help to redefine the company's digital customer experience. Issues in the customer data involved the customers’ data being stored in disparate databases, authentication was a solid process, and the security was not effective.
Implementation:
- Unified Customer Identity: Infisign allowed the customer to create a single ID for the customer across all the touch points they were engaged with.
- Multi-Factor Authentication (MFA): MFA implementation was an improvement of security as it reduced cases of unauthorized access of customers’ accounts.
- Social Login: The clients could now directly use their social media profiles to sign up and enter the platform, which eliminates many restrictions.
- Self-Service Account Management: Consumers were able to take more control of their profiles, their choices, and their permissions thus improving their interactions with the system.
Results:
Increased Engagement: The time taken to sign into the account and the customized actions made customer reception improved and churn reduced.
Enhanced Security: As to the key positive outcomes of the MFA and risk-based authentication, it is necessary to mention the decreased number of security breaches and cases of fraud.
Operational Efficiency: There was noting that the customer had fewer support queries concerning the account and other related issues, hence saving time.
Conclusion:
Thus, in the case of CIAM, it is imperative to classify it into the strategic level and promote it throughout multiple areas of the company: security, customer experience, and compliance. This paper presents real-world case studies to elaborate the relevance of these factors into a smooth and credible IDM environment. Please bear in mind that CIAM is not simply about data protection – it is about setting up a beneficial attitude towards a user.
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