60% of customers frequently experience long wait times when interacting with brands. Nearly as many have to answer repetitive questions or endure slow support processes across all touch points. Behavioral identity intelligence at scale can accelerate customer service and deliver a more secure, more personalized experience.

Join CCW Digital Principal Analyst & Director Brian Cantor and Deduce Executive UX Design Strategist Shawn Johnson for an in-depth conversation about the role of identity in customer journey design.

• How current customer experiences often erode trust.
• How to use identity intelligence at scale to effectively personalize CX.
• How behavioral intelligence drives customer centricity.

In a Voice of the Customer report, published by 451 Research in June 2022, 55% of merchant respondents said that they often find it difficult to balance fraud prevention against a smooth customer experience. In fact, for the first time since this annual report has been published, Customer Experience Impact and Damage to Brand/Reputation beat out fraud prevention as the most important considerations for merchants.

The challenge for most online businesses is that they lack sufficient identity intelligence to make split-second, informed decisions about the trustworthiness of an identity. The sort of volume of data that has been, until now, the exclusive purview of the MAMAA group of tech giants. However, there are now emerging identity networks that have real-time identity intelligence at scale. This level of identity intelligence can reduce typical UX friction points for Trusted Users – such as; eliminating the email or phone verification step on account creation, increasing the number of login attempts before account lock out for returning customers and, perhaps most valuable of all, a continuous session extension, that is renewed each time the Trusted customer returns. The Amazon shopping experience.

In this informative presentation, 451 Analyst, Jordan McKee, will dive deeper into the above report and outline some industry trends at the intersection of UX and security. Executive UX design veteran, Shawn Johnson, will describe how correctly identifying Trusted Users can impact design thinking for all user journeys. From intelligent MFA to session extensions for logged in Trusted users, identity intelligence at scale heralds a new era of friction-free design thinking.