how to modernize identity management and improve customer experiences

© Copyright 2015 UnboundID, Inc.

Webinar: How to Modernize Identity Management & Improve Customer ExperiencesWith Identity Expert and UnboundID Customer Lenny Blum


Agenda and Today’s Speakers

Lenny BlumVP, Collaboration and Identity & Access Management (former)NBCUniversal

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Steve ShoaffCEOUnboundID

© Copyright 2015 UnboundID, Inc. 3

• Collaborative Economy• Social, SaaS, Mobile• Internet of Things (IoT)• Systems of Engagement

• Identity Theft• Fraud Management• Privacy• Shadow IT

“By 2017, CMOs will spend more money on IT than CIOs.”

“3/4s of businesses assert that customer experience is a critical business priority."

“43% of IT organizations are aware that Shadow IT is occurring.”

Identity Management Market is Changing Rapidly

Trends & Predictions Escalated Risks


Identity as the New Perimeter…and as the Connector

PartnerInternalERP Suppliers Customers

Social

SaaSMobile


Leveraging Identity as the Connector

Social Graph


Identity & Access Demands Are Changing

Platform

Audit and Control Change

Business Process Changes

InfrastructureChanges

People and HR changes

(Joiner, Mover and Leaver)

Frictionless • Consumerization of IT

Adaptable • Business Adaptability

Visibility • Identity Insights

• Scalability Matters• Single Identity• Business Enablement

Existing Demands

SaaS

Mobile

Social

Privacy

Collaboration

New Demands

External Identities


If Identity Is the Connective Glue…What About Business Enablement?


And For Whom?

Consumer

Supplier

Partner

Contractor

Employee


Business Enablement Shifting More Towards “Systems of Engagement”

Fundamentally SocialSystems of

Engagement


So…How Do We Get to the Big Game?


Enabler (Platform)


Platform Needs to be Adaptable

Single Pane of Glass

Different HR Sources

Point Service Providers

Attribute Providers

Vendors

Customers

Application Requirements•Data Synchronization•Performance & Scale

Security & Control•Attribute Control•Privacy, Policy & Governance

Interfaces Requirements•Standard Based•Cloud Intelligent

Architected for Performance

Architected for Users/Applications


Identity & Preference Brokering

Customer Engagement Management

Create Unified View of the Customer across Channels

Customer Self-Managed Preference/Privacy Options

Modernize Legacy Identity Management

Transition to Customer Identity

STAGE

Modernize Legacy IAM

Customer Identity Services for new customer-facing app

Expose Actionable Data from MDM

Reusable identity services and centralized governance policies

KEY INITIATIVES

Platform Needs to Support an Identity Maturity Model


Dynamic Pricing

Data Store Data Sync Metrics Engine Data Broker

Secure | Scalable | Unified | Adaptable

Partners Mobile Workers BYOD Contractors Mobile Social & Web Cloud & SaaS IoT

Workforce Enablement Customer Engagement

Systems of Engagement

Systems of Record

MDM CRM Big Data Legacy Directory

Marketing Automation

Loyalty Programs

UNIFIED VIEW

What Makes a Best-of-Breed Platform?


Conclusion

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• Business enablement and agility start with the right platform

• Connecting data gives you insights

• Data Quality improves with frictionless business process

• Don’t underestimate the importance of consumer scale in the enterprise

• Digital Identity is here


Steve Shoaff, CEO of UnboundID


• UnboundID has developed a next-generation identity and preference management platform

• Customers use it to modernize legacy Identity and Access Management and enable new, customer-facing digital business strategies

• 100% customer renewal rate and more than 1 billion identities deployed with some of the world’s most influential brands

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Who is UnboundID?

PARTNERSCUSTOMER EXAMPLES


Modernizing Legacy Identity Management can be an important first step

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Identity & Preference Brokering

Customer Engagement Management

Create Unified View of the Customer across Channels

Customer Self-Managed Preference/Privacy Options

However, there is a more strategic journey and maturity model for Identity & Preference Management

OneIdentity Platform

Modernize Legacy Identity Management

Transition to Customer Identity

STAGE

Modernize Legacy IAM

Customer Identity Services for new customer-facing app

Expose Actionable Data from MDM

Reusable identity services and centralized governance policies

KEY INITIATIVES


What are the Business Drivers?

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Provide a world-class customer experience

Deliver real-time personalized products and services

Drive revenue and conversion rates

Gain customer trust with data security, governance, and transparency

“89% of companies plan to compete primarily on the basis of the customer experience by 2016.”


Key capabilities that you’ll need

Securely store and deliver identity and preference data at web scale

High-volume, high-speed data governance with centralized policy controls

Synchronize massive volumes of data between disparate systems

Monitor real-time operational metrics on identity data

Secure | Scalable | Unified | Adaptable

Your Platform must do this….

Deliver an actionable, single view of the customer

Enable self-managed privacy and preference consent

Increase customer registrations with convenient social login features

Effectively govern data usage across your systems of engagement

Provide a web-scale solution with rock-solid product reliability

Flexibility to deploy on-prem, in the cloud, or a hybrid of both

….if you want to deliver these benefits


Example: Roll-out initial Customer Identity Services

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Business Application Owner: “I need to deliver customer identity services to our new customer-facing mobile app.”


Example: Single View of Customer across Apps/Channels

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Marketing Leader: “I need single view of the customer to provide a more engaging and personalized customer experience.”


Summary of key implementation benefitsTraditional IAM Next-Gen Identity/Preference Mgmt

Costs Up to 90% cost savings compared to legacy IAM, enterprise-grade provide with support

Costly support, costly legacy infrastructure, costly home

grown customizations

Security

Scale/Performance

Governance

Customer Experience

Adaptability

Can’t support latest security best practices, error prone to

manually admin across silos

Centralized governance/security controls, implements latest security best practices

Slow performance, outages, diminishing returns for

hardware upgrades

Products near end-of-life, little-to-no ongoing

investment by vendors

Unmatched performance and scale, 1B+ identities managed, provides real-time operational metrics

No centralized data governance capabilities

Powerful, centralized data governance policies, real-time data sync, policy auditing capabilities

Never designed for thisCreate unified customer view, self-managed privacy/preference consent, latest consumer identity features

Support modern apps and cloud architectures, deploy on-prem or in cloud


Thank YouWeb:http://www.unboundid.com

Email:[email protected]

Phone:+1-512-600-7700

Blog:www.unboundid.com/blog

Twitter:@unboundid

http://www.unboundid.com/

http://www.unboundid.com/

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