Customer identity is the new strategic battleground that forward-thinking companies must conquer to build trust, foster loyalty, and unlock new revenue in the digital-first era. As Shiven Ramji, President of Okta‘s Customer Identity Cloud, explained, “Customer identity is the first digital touchpoint you have with your customers. It’s also the digital touchpoint they’ll encounter again and again. Customer identity is your first impression and potentially your competitive differentiation.”
With customer experiences happening predominantly online, the stakes are higher than ever. “Maybe in the past, you paid lip service to customer experience as a nice-to-have. Now it’s a revenue driver,” said Ramji. He pointed to research showing a single bad experience leads 33% of users to walk away and abandon a brand forever.
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