Enabling customers to perform appropriate activities via self-service has been at the top of enterprise’s to-do list for years. One critical and often overlooked piece of building effective self-service is identifying the customer, commonly referred to as Authentication. Authentication success depends on two factors: offering the simplest, most seamless process for the customer. And a company's ability to match customer inputs to the correct customer account.
This market brief presents the impact that authentication has on customer experience and operational costs.