2. August 31, 2015. Call in at 12:55 p.m. Eastern time
WEBINAR Balancing Customer Experience And Security With Customer Identity And Access Management
August 31, Call in at 12:55 p.m. Eastern time

4. Webinar abstract
Security and risk (S&R) pros often struggle to find the right balance between a seamless customer experience and good security. The unique requirements of customer identity — especially scale, performance, usability, and support for seamless multichannel interactions — have necessitated the development of customer identity and access management (CIAM) as its own market segment with competitive offerings distinct from traditional solutions for employee IAM.

5. Webinar abstract
In this Webinar, Forrester analyst Merritt Maxim provides an overview of the CIAM market, examines the vendor landscape, and offers recommendations and best practices for successful CIAM implementations that S&R pros can use to deliver better insight into customers.

6. Agenda
Importance of customer experience (CX)
Traditional IAM versus consumer IAM
The value of CIAM
CIAM vendor landscape
CIAM recommendations

7. 1896 1936 1988 12 seconds 10.3 seconds 9.92 seconds Thomas Burke Jesse
Owens
10.3 seconds
Carl
Lewis
9.92 seconds

8. Great in Only good today 1896 – 12 seconds 1936 – 10.3 seconds

9. Empowered customers have given rise to a new era
Age of manufacturing
Mass manufacturing makes industrial powerhouses successful
Ford
Boeing GE
RCA
Age of distribution
Global connections and transportation systems make distribution key
Wal-Mart
Toyota
P&G
UPS
Age of information
Connected PCs and supply chains mean those that control information flow dominate
Amazon
Google
Comcast
Capital One
Age of the customer
Empowered buyers demand a new level of customer obsession
Macy’s
Salesforce
USAA
The age of the customer is a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.

10. Customer obsession is the next wave of competitive advantage
Customer experience leaders outperform in the stock market.
Business leaders prioritize customer experience and growth.
CX leaders
Improve customer experience
S&P Index
Cumulative stock return ( )
Grow revenues
Reduce cost
CX laggards
Source: 2,249 global business budget decision-makers

11. Top-line growth, not cost savings, is the new priority

12. Customer expectations have changed.
Customers want a faster, better, cheaper, higher level of service.
To compete: You must differentiate to become great, as good is not good enough anymore
Security and management of consumer identities is an essential component of this!

13. Traditional IAM versus CIAM
Employee IAM
Consumer IAM
Key business drivers
Reduce risk and improve operational efficiencies
Attract and retain customers
Scale
Thousands of users
Millions of users and high transaction volume
Identity evolution
Employees known when hired
Consumers are unknown at initial contact and become identified over time
Privacy protections
Employer-centric
User-centric
Service level requirements
High
Very high
User involvement
Employer sets policies and procedures; controls endpoints
User sets preferences and profile; user controls endpoints
Data usage
Centrally managed and controlled
Shared across org to support business initiatives 13

14. Key technical CIAM features the 3 Ps
Profile management
Ability to manage life cycle of user's identity data including creation, validation, augmentation, maintenance, usage, and end-of-life.
Preference management
User-centric controls at an application level to determine how users want to interact with a given vendor's services and products.
Privacy management
Ability to enable consumers to determine how personal data is collected and used, including opt-out options for marketing s and sharing attribute data with third parties.

15. The value of CIAM Increase customer acquisition rates
Frictionless registration along with reusable access credentials.
Deliver deep customer insights across all channels
Rich identity information that can be leveraged across channels enables better decisions and improved digital experiences
Reduce disjointed customer experiences
Common identity profile increases cross-sells, up- sells, and ad revenue. 15

16. The value of CIAM Maintain data governance and transparency
Enforce corporate policies and end user privacy directives increasing customer trust and confidence.
Accelerate delivery of personalized products and services
Eliminating identity silos reduces the costs and time it takes to bring additional digital products and services online. 16

17. CIAM vendor landscape ForgeRock Open source background
Large customer base
Distributed policy management
Scalable
IDM offerings for consumers
API management
Limited SaaS deployments

18. CIAM vendor landscape Gigya Self-service registration Authentication
Account management
Dynamic schema design
Nice dashboards and data visualization for reports
Marketing background

19. CIAM vendor landscape IBM Based on IBM Security Access Manager (ISAM)
Centralized proxy-based appliance solution
Provides context-based access control
Two-factor authentication (2FA)
Policy-based user authentication and authorization
No own reporting in the solution

20. CIAM vendor landscape Janrain SaaS service
Registration and consumer profile management
Pre-built and customizable screens
Extensible database schema to host user data
RESTful-based APIs
Web-based dashboards to view user data
Delivers demographic and psychographic insights for marketing

21. CIAM vendor landscape Ping Identity Identity Federation background
Single sign-on with access management
2FA
User management
Portal for end users
Own mobile application
SaaS, software, or in a combination hybrid mode

22. CIAM vendor landscape Salesforce
Free or at a discount for its CRM and non-CRM clients
Federation
Account provisioning
SSO
2FA
APIs for integration with the Salesforce platform
Customizable reporting

23. CIAM vendor landscape Stormpath
Authentication and user management API service
User registration
Authentication plus authorization based on group memberships
Group access control
Own user store
Session management and SSO capabilities.
SaaS, private or public cloud, or on-premises

24. CIAM vendor landscape UnboundID User on-boarding
Capture, and aggregate consumers’ identity
Preference management
Self-managed privacy and preferences
Centralized policy-based data governance
Real-time visibility into operational metrics
REST APIs
Private/public/hybrid clouds, no SaaS offering

25. CIAM vendor comparison table
ForgeRock
Gigya
IBM
Janrain
Ping Identity
Salesforce
Stormpath
UnboundID
Product Name
ForgeRock Identity Platform
Customer Identity Management Suite 5.6
IBM Federated Identity Manager (TFIM) v6.2.3 or IBM Cloud Identity Service (CIS)
Janrain Customer Identity Management Platform
The Ping Identity Platform
Salesforce Identity
Stormpath Enterprise Edition
UnboundID Platform 5.1
Type of user repository
LDAP repository hosted in cloud or on-premises
Cloud-hosted identity repository
PostgreSQL relational database
Integrates with Active Directory, any LDAP, or DB
Cloud-hosted relational database
Shared cloud service
On-premises identity data store
Number of IdPs supported for social login
Support for all major social identity providers and any OpenID provider
Supports 35+ global IdPs
Supports Facebook, Twitter, Google+, LinkedIn, and other IdPs via OAuth
Supports 30+ global IdPs
Support for all major social identity providers and any other social networks that support OpenID 2.0
Supports for all major social identity providers and any OpenID provider as IdPs
Support for 4+ global IdPs
Supports Google, Facebook, and any OpenID provider as IdPs
Supported authentication methods
Username/
password certificate-based, one-time passwords (OATH, HOTP, TOTP), RADIUS, SAML. OAuth 2.0
password, third-party IdP, SAML, OAuth 2, OpenID Connect 2FA as SMS, voice
Username/password certificate-based, one-time passwords (OATH, HOTP, TOTP), SAML. OAuth 2.0
SAML, OAuth2, OpenID, and OpenID Connect
Integrated Windows Authentication, HTML form, RADIUS, X509 digital certificates, and via SAML integration
Username/password, SAML, OpenID Connect, OAuth2, OAuth 1.0a, OAuth SAML Bearer, OAuth JWT Bearer, and Delegated Authentication
Username/ password, API Authentication for Trusted Clients
password, OpenID Connect IdP, Social Login from third-party IdPs
SaaS List Pricing
Forrester estimates between $.25 and $2 per user/per month
$2.60 per user/per month with volume discounts
$2 to $8 per user/per month depending on functionality and number of users
$1 to $5 per user/per month. Salesforce Identity is included in all paid Salesforce licenses
Enterprise plans start at $40,000 annually and are based on API volume

26. Data usage is part of the business now
Chief data officer
Chief information security officer
Chief privacy officer
Chief marketing officer
Data quality, governance, and strategy
Data security, access, and control
Data privacy and compliance
Data usage for business purposes
Treats data a business asset and revenue stream
Focus on data protection risks and controls
Focus on compliance with privacy principles
Focus on business and marketing intelligence
Data security policy driver
Data security policy enforcer
Data security policy advisor
Data security policy user

27. CIAM recommendations
Dump homegrown approaches for managing customer identities
Know your customer before selecting a solution
Are your customers younger? More mobile- centric? From specific geographies?
Balance usability with security
Balance easy-to-use, multichannel access (mobile, web) against security and privacy needs of users and to minimize fraudulent users and transactions. 27

28. CIAM recommendations Plan for scale Plan for multichannel
Don’t just focus on user counts. Assess peak usage/capacity, such as a holiday shopping season, to ensure that customers will remain delighted.
Plan for multichannel
Don’t overlook the importance of providing a common user experience across all channels. 28

29. Selected Forrester Research
Evolve to Become The CISO of 2018 or Face Extinction
Market Overview: Customer Identity & Access Management (CIAM) Solutions
Top 11 Trends S&R Pros Should Watch: 2015

30. Security and risk analyst team
Stephanie Balaouras
Vice President, Research Director
Christopher McClean
Vice President, Research Director
Andras Cser
Vice President, Principal Analyst
Merritt Maxim
Senior Analyst
Nick Hayes Analyst
Rick Holland
Principal Analyst

31. Security and risk analyst team (cont.)
John Kindervag
Vice President, Principal Analyst
Martin Whitworth Senior Analyst
Renee Murphy
Senior Analyst
Chris Sherman
Analyst
Heidi Shey
Analyst
Tyler Shields
Principal Analyst

32. Merritt Maxim