"Many organizations employ onerous identity corroboration methods at account creation and login.
Security and risk management leaders can create a foundation of trust with their customers by transforming their approach to customer identity validation with new technologies and strategies"
"Legacy tools — such as knowledge-based verification, or one-time passwords (OTPs) — frequently result in customer frustration, which leads to abandonment of enrollment, login or purchase". According to Gartner*, "organizations should be looking to implement an adaptive approach to authentication, enabling the selective and intelligent application of friction appropriate for the action that the user is attempting."
This Gartner report highlights how you can improve customer experiences throughout authentication journeys by establishing a greater understanding of the customer and managing the risk associated with each interaction.
*Gartner, Don’t Treat Your Customer Like a Criminal, Tricia Phillips, Jonathan Care, Akif Khan, 1 July 2021
