Creating an Omnichannel Experience for Your Customers

Creating an Omnichannel Experience for Your Customers

Jeffrey Broberg

Security

CA Technologies

VP, Product Management

SCX17S

@CAWorld

#CAWorld

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For Informational Purposes Only

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World 2015 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer

references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to (i) affect the rights

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product; or (ii) amend any product documentation or specifications for any CA software product. This presentation is based on current

information and resource allocations as of November 18, 2015, and is subject to change or withdrawal by CA at any time without notice. The

development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion.

Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in

this presentation, CA may make such release available to new licensees in the form of a regularly scheduled major product release. Such

release may be made available to licensees of the product who are active subscribers to CA maintenance and support, on a when and if-

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Abstract

Digital business initiatives are at the forefront of enterprise growth strategies in today's application economy. Enterprises are looking to take advantage of new technology and create opportunities to launch innovative new services and open up the enterprise. CA Security and API Management solutions provide the ability to share enterprise data and digital content over the internet securely empowering developers to create apps across all of these new channels.

Jeffrey Broberg

CA Technologies

VP, Product Management


Demanding ConsumersWant a great experience that gives them choice &

control and is simple & seamless!


OmnichannelOne Channel Multichannel

Give Consumers A Great Omnichannel ExperienceConsumer centric, seamless, across all endpoints


The Omnichannel “Retail” Experience is Across Multiple Industries

Add Yours Here!


Omnichannel Means Choices for the Consumer…

How do you like to interact with the companies you work with?

How has that changed?

What is your expectation as you interact from different end-points?


…But Omnichannel Is Not Easy

1. Have to design and deliver for the endpoint but break the application delivery silos– Common services (APIs) to support delivery regardless of endpoint

2. Consistent, continuous experience as the customer shifts from channel to channel along their journey– Manage identity and track interaction across channels

3. Looking at the entire interaction (across channels) to get a better picture of security, risk, and relationship– Use the right level of security for each interaction type


Does Experience on Web = Mobile = IoT?

Answer: Clearly NOT!


Design CX for Endpoint


Securely Externalize the Business via API

Monitor usage and service levels / report on usage for billing

Capture new routes to market and maintain customer engagement with secure API access to business data and services

Secure API interfaces from attacks & fraud / encrypt sensitive data

Transform back end applications into standard interfaces

Enable developer access to API / market API to partnersIndirect Sales

Partners

Allow customers to access data from the latest mobile apps

Sell your products through consumer channels

Link connected devices to data stores and web UI

Connected Devices -Internet of Things

Mainframe

Cloud Services

Custom AppsBig Data

COTS Apps


Secure Risk-based access & analytics

Device Geolocation Velocity User history Fraud patterns

REJECT/STEP-UP AUTH

ANY ENDPOINT

Context-based authentication

Adopt risk-based approach to user authentication

Provide step-up authentication like one-time passwords for suspicious activities/transactions

Centralize security policy management

What you need to do

Increases security without inconveniencing end users

Detects and blocks fraud with real-time risk analysis

Improves security and reduces security admin costs

Value to your business

Partners

Customers

Employees

Flexible Access Mgt & SSO

CA Omnichannel Access Solution


CA’s Omnichannel Access Solution Capabilities

1. API management and security

2. Single sign-on

3. Risk evaluation

4. Step-up authentication including one-time password

5. Device registration and fingerprinting (DNA)


Omnichannel Solution Allows For A ‘Plug and Play Architecture’

SSO

User Profile

Logging & Trends

Automated VPN

Network Risk

Analyzer

Risk

Device Registration

Location Identifier

One Time Password

API Management


API Gateway

Risk Analysis Authentication

SSO

Back End API used by App or Single

Page App

Cloud Applications

Business Applications

PC Laptop Web Browser

BYOD

Omnichannel defines an architecture and set of best practices and policies on how our security solutions can be used to deliver both web and mobile solutions

API Calls with HTTP Header or Message

Fields Encoding DeviceDNA Output

Standard Web Calls incorporating

DeviceDNA Output

REST Calls to Risk API

returning Risk Assessment

And/Or Action

Standard Agent calls Step Up or

Deny Actions


SSO


Page App

Cloud Applications



BYOD



DeviceDNA OutputStandard Agent calls Step Up or

Deny Actions


API Gateway


SSO


Page App

Cloud Applications



BYOD


API Calls with HTTP Header or Message

Fields Encoding DeviceDNA Output


DeviceDNA Output

REST Calls to Risk API

returning Risk Assessment

And/Or Action

Standard Agent calls Step Up or

Deny Actions


The OneAccess Solution: Omnichannel for Employees


Many Departments and Many Disciplines; One Mission: Amazing User Experience

ContractorsPartners

Vendors

Suppliers

Sales

Treasury

Marketing IT

Communication

SaaSSecurity

Legal

FinanceHR

My Personal Access Devices I Can Use Is it Secured Is it Simple to Use That new applicationIs it global

Engineering

Support


Omnichannel For Employees: Simple Access To Corporate Sites Regardless of Location or Device

Logout Browser

Token Destroy / Invalidate

CA OneAccess


Results

Today, consumers expect Omnichannel interaction capabilities (including retail, web, mobile, IoT, and social) from your organization. You also want to capture new routes to market and maintain customer engagement while securing access to business data and services appropriately based on the consumer touch point and engagement type.

With CA’s Omnichannel solution, you can ensure a great consumer experience while protecting access to websites and APIs and while providing consistent risk evaluation and set-up authentication across the various touch points.

SummaryA Few Words to Review


We want to hear from you!

CA has engaged IT Central Station to generate product reviews for our Security products.

ITCS staff is at this session now! (look for their shirts). If you would like to offer a product review, please ask them.

Note: Only takes 5-7 mins

You have total control over the review

It can be anonymous, if required


Recommended Sessions

SESSION # TITLE DATE/TIME

DO3X102SCase Study: American Family Insurance Shifts to a Mobile-

First Development Strategy with CA API Management11/19/2015 at 03:00pm

DO3X97STech Primer: Home Under Siege – How APIs Will Secure

the Internet of Our Things11/19/2015 at 03:45 pm


Must See Demos

Secure Omni-Channel Access

Exhibition Center

Security Content Area

Enable a Secure Digital Workspace

Security Innovations

Exhibition Center


Exhibition Center


Extend Existing Architectures Securely with APIs

Exhibition Center

DevOps Content Area


Q & A


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

Creating an Omnichannel Experience for Your Customers

Technology

Transcript of Creating an Omnichannel Experience for Your Customers