When Customers Win: Omnichannel Authentication in the Age of the Empowered Consumer

When Customers Win:

OmniChannel Authentication MICHAEL THELANDER, DIRECTOR OF PRODUCT MARKETING

Authentication “The corroboration of a claimed identity to an agreed-upon level of assurance.”

W H E N C U S T O M E R S W I N : O M N I C H A N N E L AU T H E N T I C AT I O N

WHAT IS OMNICHANNEL AUTHENTICATION?

THE IMPORTANCE OF RISK AND CONTEXT

WHAT IS REQUIRED?

BENEFITS TO YOU AND YOUR CUSTOMERS

WHAT IS OMNICHANNEL AUTHENTICATION?

WHAT IS OMNICHANNEL AUTHENTICATION? T H E S A M E E X P E R I E N C E A C R O S S A L L C O N S U M E R T O U C H P O I N T S

THE IMPORTANCE OF RISK AND CONTEXT

THE IMPORTANCE OF RISK AND CONTEXTF O U R T H I N G S T O I M P R O V E B O T H S E C U R I T Y A N D E X P E R I E N C E

Understand the risks better 1


Understand the risks better

Understand the context better

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Adapt as risk and context change

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Adapt as risk and context change

Have tools that help you respond to those changes

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Be able to adapt as risk and context change

Use tools that help you respond to those changes

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WHAT IS REQUIRED?

WHAT DOES OMNICHANNEL REQUIRE? M U LT I P L E S O L U T I O N S C E N T E R E D O N T H E C U S T O M E R ’ S D E V I C E

Transparent, device-based authentication that provides context

Risk-aware multifactor authentication that provides variable assurance

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WHAT DO WE MEAN BY “DEVICE-BASED”? M A C H I N E L E A R N I N G T H AT A U T H E N T I C AT E S A K N O W N D E V I C E

Transparent device-based authentication eliminates friction for most usersTurns your customer’s mobile device into a reliable possession factorMachine learning continuously assesses devicesHighlights the risk and context of any deviceAdaptive, contextual response drives step-up authentication and subsequent actions MINIMUM

THRESHOLDMAXIMUM

THRESHOLD

Original Device Print

Returning Device Print

WHAT DO WE MEAN BY “MULTIFACTOR”? M O B I L E - B A S E D A U T H E N T I C AT I O N T H AT D E L I V E R S A VA R I E T Y O F FA C T O R S

Something you KNOW

Something you HAVE

Something you ARE

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AUTHENTICATION AND USER EXPERIENCE

Lower Risk

Higher Risk

Transparent DEVICE-BASED AUTHENTICATION SERVICE

Low risk, low friction, high usability

InteractiveMOBILE MULTIFACTOR AUTHENTICATION

Increased rigor, heightened risk, but still an excellent experience

Real-timeEXPLICIT AUTHORIZATION

Highest risk, needs dynamic, real-time authorization with multi-party options

80%

15%

5%


TransparentDEVICE-BASED AUTHENTICATION SERVICE

EVASION

IP ADDRESS

JAILBROKENGEOLOCATION

SECURITY RISK

ASSOCIATIONS

INITIAL REGISTRATION AUTHENTICATED

I agree YOU ARE

who you say you are….

But are you AUTHORIZEDto do what you’re

asking to do?

Real-timeAuthorization

For MultipleAuthorizers

OR

A U T H O R I Z E I N D I V I D U A L O R G R O U P T RA N S AC T I O N S







Lower Risk

Higher RiskThe Right Authentication for Every Channel and Every Level of Risk

BENEFITS TO YOU AND YOUR CUSTOMERS

1,095 US Consumers Mixed demographics Priorities between ease-

of-use and security Authentication impacts Willingness to pay for

stronger authentication What is their

confidence?

AITE REPORTN E W R E S E A R C H I N T O C O N S U M E R P E R S P E C T I V E S

Ease of use is only marginally more important than security and fraud prevention

Equally true for all demographics

With regard to interactive authentication and authorization, Millennials and Seniors are alike in many respects


There’s a high willingness to use alternate authentication methods …

And very few who are not at all willing


Willingness to change increases as expected with an incentive in place


Usability is a competitive differentiator Improved authentication enables your

mobile application strategy Your customers create more sessions ad

transaction if authentication is not a barrier

Customer satisfaction is disproportionately based on digital experience

WHEN CONSUMERS WIN…B U S I N E S S T E A M S A N D S E C U R I T Y T E A M S A L S O W I N

Start on a “path to passwordless” Reduce costs by simplifying and

unifying authentication and authorization experiences

Gradually reduce – and then eliminate – your on-premise credential stores

Leverage the risk and contextual insight the fraud prevention teams already generate

Benefits for Business Leaders Benefits for Risk & Security Teams

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When Customers Win: Omnichannel Authentication in the Age of the Empowered Consumer

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