For organisations in 2021, the need to engage customers digitally has never been more prevalent following the major shift online in a pandemic year. And with one in three customers willing to walk away from a brand they love after just one bad experience, the odds that a brand could disappoint their digital-first customers just keeps rising. Keeping up with this new digital demand opens up new security challenges, but also presents new opportunities to enhance customer experience to drive loyalty and grow revenue.
Digital leaders are facing a renewed imperative to innovate the customer’s digital experience in order to deliver business impact and competitive advantage. Delivering a personalised, multi-channel digital experience has never been more important: and one crucial way to do that is by streamlining customer identity.
Join digital leaders to explore how to leverage customer identity to strike the balance between delighting and protecting your customers. The discussion will focus on best practices for streamlining the digital experience to deliver business impact, and how to strategise to use customer identity to meet regulatory and compliance requirements without adding unnecessary friction.
08.45 Join and Introductions
09.00 Welcome from Nimbus Ninety
09.05 The Four Ways to Leverage Customer Identity to Deliver Digital Innovation
Bastian Krebs, Senior Solutions Architect, Ping Identity
09.15 Roundtable discussion
- Over the last 12 months, what impact have the market conditions had on your customer-facing digital channels?
- How have your organisations evolved the customer experience based on these forces (eg. simplified the registration process, started the journey towards passwordless or zero-login)?
- With the shift to more digital experiences for your customers, how are you using customer security and privacy as marketing differentiators for your business?
- How are you making sure that customers have control over their data, making sure that you’re complying with their privacy preferences?
- What role does customer identity play in your efforts to improve customer experience?
- How do you make sure that customer identity doesn’t interfere with business agility, or your ability to launch new customer initiatives?
09.55 Closing remarks
10.00 Depart
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Bastian Krebs, Senior Solutions Architect, Ping Identity
After starting his IT career in 2004, Bastian moved to the Identity and Access Management space in 2014, continuing to navigate in the same space since then. Bastian prides himself on enabling customers to realise their vision - creating customer journeys and delivering unique and extraordinary experiences their customers are going to love.
