CIAM Tech Workshop

How IT Professionals Enhance Customer Experience

In response to the focus on delivering higher security without hindering usability, AdNovum organised the CIAM Tech Seminar for IT professionals on 20th March 2018. The topics included improving customer acquisition with flexible login methods, and balancing tighter security and seamless customer experience.


Remember when we invited key IT leaders to discuss how to better engage today’s modern consumer while overcoming intense competition and regulatory changes? It was in the last quarter of 2017, when we organised a roundtable on Customer Identity and Access Management (CIAM) and how it supports customer-centric objectives and business transformation.


The latest event held in March 2018 brought the limelight to the underlying solutions that make CIAM possible, and how they empowered IT professionals to better contribute in delivering seamless customer experiences. Whilst IT and IT security departments may not be customer-facing departments, their teams are nevertheless feeling the pressure of enabling organisations in the quest of acquiring and engaging today’s customers.


Welcome Address

Mohamed Abdel-Gaber, Head of NEVIS Business Development, started the session by showing a collection of highly established brands and asking the audience what they had in common. Almost unsurprisingly, the room replied that all of these brands had experienced a significant data breach. And they were right.


Things like communication, data, security, identification and even regulations are changing and evolving. They’re already digitalised and as this happens, security cannot be overlooked. Security should also help improve productivity instead of hindering it.


Mohamed went on to list potential solutions for securing digital identities in an ever-changing threat landscape. These proposed solutions included adaptive security, avoiding friction while enabling customer interaction, catering to the customer journey and leading by innovation. And the benefits of overcoming these challenges range from understanding customers better to protecting individual’s privacy to profitable growth.


After setting the stage, the next presenter took over and presenting how flexible authentication looks like, when in action.


Tech professionals cannot predict which authentication methods would become mainstream in future, hence the only sensible option is to offer flexibility to a wide profile of consumers.

A Customer’s Journey

Deddy Gunawi, Senior Consulting Manager and Patrick Lim, Senior IT Consultant took the stage next, bringing the audience through a demo that simulated a customer’s interaction with flexible CIAM, and how it facilitates the acquisition of new customers by maintaining high levels of usability.


Using visuals, the duo showed how the attitude and perception of various individuals could impact authentication choices for CIAM. The ‘pragmatist’ group for instance, would be one of the first to adopt new authentication methods such as biometrics while the ‘doubter’ group tends to stick with more familiar methods. Tech professionals cannot predict which authentication methods would become mainstream in future, and hence the only sensible option was to offer flexibility to a wide profile of consumers.


They consultant team touched on an authentication solution by NEVIS, and how its flexibility enabled our customers to adapt for more than a decade. Features such as adjustable authentication strength and central authentication service allow the solution to grow with the clients, hence remaining relevant for the foreseeable future.

Intelligent Authentication

After a brief round of refreshments, Deddy and Patrick promptly brought the audience back to momentum by diving into adaptive authentication, and how it intelligently reacts to the user’s behaviour so as to constantly detect threats in real time.


Research shows that 61% of Security Professionals see improving the security of apps and websites as one of their main security priorities. So with strong authentication already in place, how does security get improved without compromising on usability? The speakers introduced Adaptive Authentication and how it was a solution that didn’t focus only on reinforcing the front door.


They demonstrated how an authentication solution could be trained to understand a user’s behaviour and context data, before automatically engaging continuous authentication. The solution could potentially help users detect and avoid attacks that include account takeover and malware, such as remote access fraud / Trojan, man in browser and BOTS.


Deddy and Patrick also revealed how this intelligent form of authentication could detect anomalies in a user’s behaviour (not just context data). For instance, the user’s typing speed and how he / she uses the mouse can also provide data used to reinforce the authentication process.




Are you looking to enhance security while delivering a seamless customer experience? Learn about our access management solution here.