identity live sydney 2017 - andrew latham
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© 2017 ForgeRock. All rights reserved.
Securing Customer
Interaction Anytime,
Anywhere
Andrew LathamDirector, APJ Customer Engineering
Adam BivianoSenior Customer Engineer
Michael WatsonPre-Sales Solution Manager, Daon
© 2017 ForgeRock. All rights reserved.
Voice Control Has Become Practical
© 2017 ForgeRock. All rights reserved.
James St. John
CC 2.0
Name: Obsidian
Color: Deep black
Luster: Vitreous
Category: Volcanic glass
Mohs scale: 5-6
Guessed by Alexa:
In About 5 minutes
The Obsidian Order
© 2017 ForgeRock. All rights reserved.
Customer Focus Starts With a Seamless
Experience:
"In the age of the customer, truly customer-obsessed retailers
are actively investing and working to develop and deliver a
seamless shopping experience across all touchpoints."
"Customers have long stopped
thinking about (or even
understanding) channels. They don't
differentiate experience by online,
mobile, social, or store."
Omnichannel or Bust
© 2017 ForgeRock. All rights reserved.
Spending Real Money withYour Voice, As Easy As…
This is great, when the risk is low.
1. You: “Alexa, order dog food.”
2. Echo: “The top search result is...would you like to buy it?”
3. You: “Yes.”
© 2017 ForgeRock. All rights reserved.
Creating Trust and Confidence is Easy When Customers Are Ordering
Pizza
It’s Really Hard When They Are Transferring Money
© 2017 ForgeRock. All rights reserved.
“These would-be spies also can view an owner's Amazon credentials and authentication tokens, and steal sensitive information from apps on the device.”
https://www.infosecurity-magazine.com/news/alexa-hack-allows-continuous/
© 2017 ForgeRock. All rights reserved.
51%of respondents cited privacy, data leakage, ID theft or
security as a major concern of using virtual personal
assistants.
Gartner, Market Trends: Human-Machine Interactions — Role of Voice
Across Devices and Ways to Enhance Customer Experience
Published: 14 March 2017 ID: G00324311
© 2017 ForgeRock. All rights reserved.
The Keys to SecuringVoice-Based Customer Interactions
Identity and Trust
Consistent Omnichannel Experience
Privacy and Consent
© 2017 ForgeRock. All rights reserved.
Trust Begins with Identity
Identity ties everything together, person to person, person to service,
machine to machine, and more…
Users
Devices
Things
Services
...
© 2017 ForgeRock. All rights reserved.
© 2017 ForgeRock. All rights reserved.
Mobile App Customer Service
Single View OmnichannelAdaptive
Context
Privacy &
Consent
Threat
Intelligence
Customer
Intelligence
Persistent Identity
Unified, Omnichannel Customer Experience
Brick and Mortar eCommerce/Web Virtual Personal Assistants
A Consistent User ExperienceFrom Keyboard, To Phone, To Voice
© 2017 ForgeRock. All rights reserved.
Privacy and Consent Help Earn Customers’ Trust
• It’s not just about ensuring the privacy of the recordings, but the entire experience
• Allow customers to designate high and low risk activities to reduce friction when possible, increase it when necessary
• Give end users control over their data, even when it’s not required by law
© 2017 ForgeRock. All rights reserved.
DEMO
© 2017 ForgeRock. All rights reserved.
The Authentication Journey
• Passwords/Pins are inherently insecure and offer a terrible user experience leading to lower Net Promoter Score (NPS)
• PKI is a useful single factor mechanism to secure mobile devices
• Biometric authentication is easy for your customers
• Combine PKI with Biometrics. You’ll achieve security, user experience and a higher NPS.
• Use FIDO for a standards based approach – why go it alone?
14
© 2017 ForgeRock. All rights reserved.
DEMO
© 2017 ForgeRock. All rights reserved.
Thank You
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