keynote : customer identity builds digital trust - paris identity summit
TRANSCRIPT
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Mike Ellis, CEOParis Identity Summit
Customer Identity Builds Digital Trust
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Global Conversation – Digital Disruption
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© 2016 ForgeRock. All rights reserved. Source: Gartner, Forrester
74%of CEOs rate technology
advances as one of the top three global
trends likely to transform expectations
of their business
50%growth in the number
of organizations adopting the IoT in
2016
45%of companies
surveyed specifically cited omnichannel capabilities among their top initiatives
63%of businesses plan to improve the 'online
customer experience' in the
coming year
Enterprise Trends
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Frictionless Personalised Device / IoT
Customer Experience
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© 2016 ForgeRock. All rights reserved. Source: Forrester Research and Watermark Consulting
S&P 500 Index
Customer experience leaders
CUMULATIVE TOTAL RETURN
Customer experience laggards
-33.9
%
43.0%
Customer Experience Drives ROI
14.5%
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© 2016 ForgeRock. All rights reserved.
Higher Retention Rates
Consumer engagement
drives higher loyalty and LTV
Stronger BrandQuality service drives brand
recommendations
Higher Share of Wallet
Engaged consumersbuy additional products
DifferentiationSuperior consumer experience is a key
differentiator
Single Persistent View of the Customer Enables omnichannel digital engagement
1. 2. 3. 4.
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Everyone And
Every Thing
Identity For
A Single Customer, Intelligent Journey - Across Lines of Business
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Superior Customer Experience = Revenue
Customers Devices Employees Things
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Mike’s ToyotaCamry
The Drive Thru
4BNN477
Enable Frictionless Transactions
Personalised
Order
Toyota Camry
Seamless,
Secure Payment
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Trust … Privacy and Consent
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AuthoriseAuthenticate Context VerifyIdentify
Context = Security
Monitor
Continuous Security
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Devices
Portals, applications, web
services, APIs
New Systems Legacy Systems
Consumers
Connect New Services to
Existing Infrastructure
ThingsCloud Apps Partners
Legacy AppsEnterprise Apps
Data Centers
Digital Identity TransformationConnecting Old and New Systems for Customer Engagement and Omnichannel
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TRUSTBRAND
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© 2016 ForgeRock. All rights reserved.
2010 Founded10 Offices worldwide with headquarters in San Francisco400+ Employees600+ Enterprise Customers50% Americas / 50% International commercial revenues30+ Countries
ForgeRock The leading, next-generation,
identity security software platform, driving digital business.
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Thank You