ForgeRock Product Marketing Director Rob MacDonald discussed “identity relationship,” and its impact on both businesses and customers, during a Thought Leadership Spotlight Presented by ForgeRock at the 2015 Chief Information Officer Leadership Forum in Toronto on Sept. 30. In his presentation, MacDonald pointed out that developing relationships with the identities spread across a business can provide significant value to a company and its customers.
MacDonald said every “thing” in the Internet of Things (IoT) has an identity that can be authenticated. And with a unified identity access management program, MacDonald said, a business can learn about various identities and find the best possible ways to interact with clients. In addition, MacDonald noted that understanding how to optimize customer interactions via smartphones, tablets and other mobile devices can have far-flung effects on a company: “Your customers are trying to connect with you in a lot of different ways. … They’re looking for you to be able to provide that interaction with them in a very easy and digestible way. They want the experience to be a positive one.”
New mobile devices are becoming readily available, MacDonald said, but managing these gadgets challenges many IT professionals. However, MacDonald noted that businesses that focus on providing the right access to the right person at the right time can overcome such issues: “What’s that experience you’re providing your customer when they are about to engage or are engaging with you? How do you ensure the security and the privacy of that customer while they’re doing the interaction with you? … Customers want it to be easy but how do you make it easy and secure and with privacy? That’s really the trick.”
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