Webinar Recording

An Agile Approach to Customer Identity and Access Management (CIAM)

Name: An Agile Approach to Customer Identity and Access Management (CIAM)
Uploaded: 2022-03-25T12:00:00+01:00
Duration: 58 min 33 s
Description: Business success in the digital era depends on delivering seamless and secure customer experiences. Failure to do so can easily result in abandoned shopping carts, fraudulent transactions, and regulatory fines. However, delivering exceptional experiences and keeping pace with the speed of business is challenging.

Jatin Maniar

VP of Product Management

Posted on Mar 25, 2022

Business success in the digital era depends on delivering seamless and secure customer experiences. Failure to do so can easily result in abandoned shopping carts, fraudulent transactions, and regulatory fines. However, delivering exceptional experiences and keeping pace with the speed of business is challenging.

Presentation John Tolbert

Presentation Jatin Maniar

Lead Sponsor

Video Description

Show Transcript

Hello, and welcome to our webinar this morning. Today's topic will be an agile approach to customer identity and access management. I'm John Tolbert lead Analyst here at Cooper and Cole. And today I'm joined by JT Manard, VP of product management at ping identity. Welcome. So a little bit, before we begin on some of our other upcoming events, we have two hybrid events, one coming up very shortly. The European identity and cloud conference will be in Berlin in May 10th through the 13th. It will also be hosted online as well.

You can attend either in person or online, and then the next one will be our cybersecurity leadership summit also in Berlin, this one in November. And again, that will have both in person and online components for that. So we hope you can join us for those a little bit about the logistics before we begin, everyone's muted centrally. We control that there's nothing to mute or unmute yourself. We will take questions and answers throughout the webinar.

There's a, a blank for questions in the go to webinar control panel, and you can type those in at any time. And we will take those at the end of the session. We're gonna do a couple of polls. It'll come about midway through my part of the, the session today. And then we'll take a look at the results afterward, and then we are recording this and both the slides and the recording should be available in the next day or two. So that again, I'm just gonna kick it off. We're gonna talk about identity fabrics and how this applies to building consumer.

I am solutions, and then I'll turn it over to Jason and then we'll do the Q and a at the end. And then, you know, the polls will be sprinkled in the middle here. So first up one is an identity fabric. I thought before we launch into that, it might be good to kind of get a little bit of a history to see where we've come from and what we have evolved from in terms of, you know, software service architecture.

So, you know, back back in the nineties, you know, with the advent of the web, most programs that business users used were, you know, hosted on servers. That's what I would call a client server. They had a client on their desktop, you know, this was compiled code, probably C plus plus, you know, and each application that a user wanted to use depended on, you know, the server component, the client component, and then all the logic that went into that, including, you know, duplicating access for every application.

You know, you need to be able to control who can do what in the application. And there wasn't really a way to externalize that at that point.

So we, we say these systems were pretty monolithic and you know, many organizations would have dozens or maybe even hundreds of applications like that, that they had to administer. And that was pretty tough.

We moved into the, the early to mid two thousands, and then we started talking about service oriented architecture with the realization that, you know, you can break these monolithic programs apart into the constituents, you know, things like messaging security, you know, and then also we had to account for different ways of interacting with those applications that was, you know, the rise of browser based access to many applications.

And then, and then came mobile, you know, and mobile apps late two thousands, you know, so these were different methods that users were interacting with services, which we, you know, this was a pretty significant change over the monolithic model that had been in place for years fast forward to, you know, in the last five years or so. And increasingly we see organizations that are sort of further fragmenting these services or groups of services into microservices.

And we'll talk about that in more detail in a minute, but the idea behind this is break each component into something that is more manageable and can be administered kind of, regardless of where it happens to live and build a single UI that can then interact with that. And then there's also the need for, you know, controlling access as well as orchestration.

But, you know, in addition to time moving forward, we see that, you know, these architectures and the changes that have been made over the last 30 years or so have been advantageous in terms of scalability and really the cloud computing paradigm is kind of now based on microservices as well.

So another way to look at it, you know, a microservice, and this is just kind of summarizing cloud in general, or these cloud style architecture is you go from bare metal up from hardware, the virtualization layer, this is kind of the basis of what most, you know, infrastructure as a cloud services are like today or private clouds, you know, for those that run it in their own data center, there's the necessity for communication between instances, you know, applications run on top of that.

And then lastly, we've got, you know, orchestration at the top, cuz you think about, you know, complex workflows, they may actually require interaction between multiple applications. So in order to affect an workflow, you need to be able to direct like user input, you know, through one application, to another application in a sequential fashion. And that's what the orchestration layer can help with. So how do we do this?

You know, in terms of CIM, you know, consumer identity and access management, you know, you've got your, your base CA M capabilities, but in many cases you need to be able to extend that you've got to allow that to work with lots of other different kinds of services. You know, common connectors that we see for consumer identity platforms are things like, you know, the public IDPs, there are lots of, you know, identity providers out there. Fortunately there are good standards for interoperability, like, you know, open ID, open ID connect SAML.

So this enables us to be able to work with, you know, public IDPs, you know, depending on use cases, you might need more information than what's provided by the IDP for the users. So there are attribute databases, authoritative attribute sources, you know, think local government agencies. You may need connections for that, depending on what kind of business you're in. Same thing with like identity proofing services, you know, being able to establish that a user is who they say they are.

That's a, a very fragmented business too globally. So you would, depending on where your business is operating, you might need multiple identity proofing services. And then on full on fraud reduction intelligence platforms, you know, to be able to reduce the risk of fraud, which has only, you know, increased year over year, especially, you know, against consumers, if you have, you may want to integrate your, you know, BTE IM systems, your workforce needs to administer the consumer identity system.

There are third party consent and privacy management platforms that can help you, your organization comply with things like GDPR or CCPA or any number of other privacy regulations around the world. There are various SaaS applications that cm systems may need to grant access to as well as, you know, CRM customer data platforms and then analytics and analytics here, kind of groups together, both identity analytics, you know, the information about login attempts, success or failed login attempts, profile changes.

And then, you know, assuming you've got consent for it and you want to use maybe demographic information that you collect about users, your marketing analytics as well. So how does all this work? You've got the CIM system you need to connect, you know, probably multiple third party services.

Well, that's where, you know, the ability to call a, an API at these different service providers comes in really handy. There may be a bit of coding needed for that. Some cm platforms allow you to, you know, do some low code sort of graphical configuration to connect to those third party services. But you know, the integration, the connectors it's it's best when the cm provider has packaged that together, such that it's easy for a customer to be able to implement that within their own deployment.

So putting this all together into an identity fabric, we look on the left here, we see, you know, different kinds of components in a cm database will say, you know, the users, the consumers, you know, bring their own identity. They may use decentralized identity. They have partners that may come in through Federation, you know, admins that need access. They may have to think about the device identity, the IOT device identities that may be associated with applications covered by cm. And then now we have, you know, bot that sort of operate on behalf of consumers too.

So knowing which of those are, are good. And then which of those, you know, should be denied access because they're not friendly consumer bot, but you need to be able to deal with those appropriately. And then over on the right, you know, there's SAS applications, as we said on premise applications that they may need to interact with those different partners, service providers, and then, you know, the devices and device management platforms as well.

So, you know, these are all digital services drilling down, you know, here in the middle, we've got, you know, these individual capabilities that we need, things like lifecycle management, identity, proofing Federation, you know, risk, adaptive, authentication, authorization, all those things are capabilities that can be grouped together. As you know, specific services, things like an overall identity management service.

You know, you may be able to decompose that into authentication service, authorization, service, fraud reduction services, and how that actually gets implemented. You know, this runs the gamut from devices. The consumers are carrying, you know, your data centers where you're on premise apps live and then public cloud, you know, where you may be running other components or, you know, SAS delivered CIM.

And, and then looking even further into, you know, how does this work across these different kinds of devices you've got SDKs for the device, you know, that allow a customer to build applications. They may use JavaScript, rest APIs to call some of these external services. Each of which is sort of delivered as a microservice in itself. These things can live in containers, but there's still a need overall for orchestration amongst all these different parts and to integrate with things like, you know, your, your legacy I am or legacy applications.

These are one of the reasons we need these connectors. There's probably also scripting and maybe even custom coding that needs to happen, but these are the different components of an identity fabric.

You know, again, kind of looking from the left, where we see all the different kinds of users and devices, the services that enable the connections that all the different types of users and devices need to the resources that we see on the right. So that let's stop for a minute and ask our first poll question here.

So thinking about your own environment, how many connectors or integrations to different third party applications or products, you know, like these CRM help desk, it service management, fraud detection, or bot detection or other, I am components, you know, authentication services, identity, proofing services, you know, does your organization need, so we're breaking this up into, you know, three choices here, you know, three or less B would be, you know, about three into seven or C. Yeah.

We've got way more than seven integrations that, that we currently have in place and or might want to add to in the future. So we will give you a couple of minutes on, or, or a few seconds on this before we move to the next question. Okay. So our next question, and then this is kind of a curiosity as well. If you've done some sort of identity modernization project in the past, how long has it taken to move it into production? A would be, you know, less than a month, B one to three months, C three to six months, D six months to a year or E more than a year.

And we've, we've all probably been through these kinds of, I am modernization projects in the past. So it'll be interesting to see how the results turn out here. Okay. So I wanted to talk about the benefits of the identity fabric approach for CA and, and really why this is the best approach, but these are not really in priority order. It really depends on, you know, your own situation and what you find most beneficial here, but, you know, modular upgrades.

So, you know, these, these old monolithic IM or cm system upgrades can literally take years. You know, I personal experience with, with some of those in, in a year or two years is, is not unrealistic, unfortunately, but the microservices approach is much easier and much faster.

If you need to, you know, change out something, you know, upgrade specific capability, it's best to be able to do that kind of in isolation from the rest of all the other functions that your cm system needs to provide, you know, hit to the scalability aspect a few minutes ago, really, that's, that's one of the big advantages. I think cloud architecture has, you know, rapid spin up and spin down of individual functions.

You know, let's say, you're, let's say you're in retail and you know, you're gonna have a big sale. Maybe you need not only additional web capacity, but you know, you need to, you know, ramp up authentication capacity for, you know, these specific events. You don't need to deploy, you know, your maximum amount of capacity and keep it available at all time. This is the same thing for individual functions within cm, don't have to deploy full servers. You just use the, the what's available and, and make sure that it scales in the cloud.

There are standards already mentioned things like, you know, Sam and open ID, they promote interoperability. That's a great thing. Certainly makes it much easier to build out a big ecosystem of supported identity providers.

That way, you know, many organizations have kind of a distributed nature in terms of, you know, maybe it's a conglomerate, they have multiple retail brands, you know, and each brand has been sort of running its own web presence for years, you know, but there's a desire in the part of the conglomerate to kind of consolidate that there are distributed and delegated administration models that can allow for, you know, pretty granular set of controls, administrative controls over the different parts of the CA and ecosystem.

And the identity fabric is a way to acknowledge that reality and actually make it work much better. Cyber crime, you know, fraud is a huge problem. Unfortunately, it's gotten worse over the last few years. It's probably not going to get better. These cyber criminals do innovate very quickly. Identity fabrics. If you are able to plug in say a fraud reduction intelligence platform, or maybe multiple parts of fraud reduction, intelligence platforms, maybe you get things like device reputation from one source, IP reputation from another source or compromise credential.

Again, an identity fabric is what can facilitate that. Being able to integrate those different intelligence sources much more quickly and easily, you know, on the business requirement side, same thing, you know, you're able to respond to new business challenges in a more nimble agile way because really identity fabric is kind of the identity side component of DevOps and DevSecOps methodologies. And then lastly, here, it's more extensible. Let's say you need to, you may not need to do an upgrade at the moment, but you have a requirement to add on a capability.

And we'll talk about that in a second, you know, doing this via microservices. It's great. If you don't have to swap out everything in your cm system, just to be able to offer more and, and, and more secure services. So a couple of quick examples here, authenticator options, you know, maybe, maybe your executives realize that, you know, passwords are a problem and we want to offer, you know, multifactor authentication or, you know, more advanced authenticators that may improve usability as well.

So, you know, being able to bring this on via a microservice or engaging, you know, a third party authentication service provider is something you can do a little bit more quickly with a microservices based identity fabric.

And, you know, here are some of the options that we, we commonly talk about, you know, mobile apps, SDKs biometrics, built into smartphones, behavioral biometrics, you know, measuring how user interacts with their device and base lighting that, you know, some cases there are USB or proximity devices, but kind of, unfortunately most of us are probably still mostly dealing with SMS OTP, even though it's been deprecated by, you know, certain government agencies because of security problems. You know, we can also add on things like risk based authentication for consumers.

Won't read through all of these, but, you know, we could kind of talk briefly about the four major categories, you know, of things that we look at in policies. And if you can evaluate things like attributes about the consumer, themselves, things about their devices that we can see, you know, coming through either the SDK or JavaScript information that we can, you know, as a cm site operator can look at, you know, also collecting like their IP address, the history of that, you know, where they've been, and then looking at, you know, historically what has the user done?

If all this stuff makes sense, then you may not need to explicitly interrupt a user or a consumer users flow with a, like a multifactor authentication event you could decide, but none of these parameters have changed significantly. So let's let them continue doing what they're doing until we really need to make sure that this is not only the users that they say they are, but they in fact, want to, you know, complete this transaction. So looking at, you know, the change in risk profile for user interactions is another way.

Again, if you deliver this through an identity fabric where you can pull in different bits of information from different sources, this is, this is one of the advantages of, you know, this microservices based architecture, being able to collect this information from different sources, put it all together, run it through a risk engine. You know, many CAA platforms have these kinds of risk engines built into them as well. So quickly here to tie this up with orchestration, kind of going back to where we were at the beginning, you know, orchestration was the layer on top.

You know, here's just one example on the right of like an onboarding user flow, but you can see I've listed a whole lot of different kinds of workflows that need to be, you know, taken into account and orchestrated. They involve different applications.

Oftentimes, you know, not just on onboarding, but validating attributes, asking for more attributes, you know, we'd love to not have to deal with passwords, but they still exist, you know, managing devices, managing groups or family members in a consumer situation, adding and removing permissions consent, you know, view, and then even deleting account. These, these are the kinds of actions that require, you know, the engagement of maybe multiple different microservices to make these things happen.

And, and there are dependencies between each step. So being able to report progress back to, you know, a master process that then, you know, reports the results to both the user and say an administrator, that's what we mean by an orchestration workflow. So I just want to remind you, there's a question blank and feel free to enter questions into the go to webinar control panel. And we'll take those at the end. So here we're, we're going turn over to now, but if we could take a look at our whole results, I think that would be pretty eye opening.

So our first question about how many connectors to third party applications does your organization need? Okay. Very few were three or less, more than 50% were three to seven.

And, you know, almost a third were more than seven it's. That's kind of what I thought I knew it would be on the high side. And I think that the complexity here, the need for this will only increase next question. So how long has it taken to do an identity modernization private project? Wow. Okay. The majority over a year. So I wasn't alone in that others were, you know, six to 12 months, so six months plus, wow.

That's, that's the vast majority of their 70%. Nobody said that they hadn't gotten any in a month or once. Interesting.

So Jason, any thoughts on that? Yeah, no, that, that is interesting. And not a surprise. We are seeing that with lot of our customers, that's the reality, right?

I think, and it's, I think as identity, especially over the last couple of years, as identity continues to be so critical for getting the confidence in the users and their devices. I think a lot of our customers are realizing that, Hey, my one product is not solving my problem, right. To go completely digital for onboarding customers or, and as a result, they have to pull in a bunch of different providers.

So yeah, no, it it's the reality, right? Like it is getting more and more complex and it's not getting any worse. Right. Because as you are more and more innovation and better products with IML around biometrics behavior, biometrics, privacy regulations, you will continue to see companies have to evaluate more and more products and add them into the mix. Yep. For sure. Okay. At this point, well, we'll, we'll turn it over to you and then you can do your presentation.

Okay, great. Thanks John. Thank you for the overview and hello everyone. I'm Han Maner and, but I'll go through is kind of an overview on how we see identity problem. Some of the use cases that our customers are solving and, and we'll go deep down in one or two as well, just to give a context and then I'd be happy to take questions towards the end, but John, so now, so one of the things like as, as we kind of discuss, right, like as you know, identity at the end of the day now is becoming more and more of a business problem. It is not just AER problem because identity impacts business, right?

Every, if you look at any successful platform or a digital business, right? Whether it's the biggest social media platforms, commerce platforms, or any of these, or any market leaders like Uber or others, all these companies, they have one team in common, they all have mastered the identity and access experience. Customer loyalty is linked more and more to identity and access experience, right? More than half the consumers abandon a website due to log frustrations.

And you see, you know, for every dollar invested in streamlining onboarding experience or identity, it generates almost XX direct a good way to think of it is right. Like if you are a financial services brand or a large commerce platform or any other service provider or a lender or someone, you know, the, every customer you sign up more is gonna generate hundreds of dollars of lifetime value. So as you start looking at those things, you realize that getting identity right is becoming increasingly more business critical to impact topline, to cut down on OPEX with hard desk costs and all that.

And it, and it all boils down to getting the right experience, right? Like customers, if, if all of us has consumers, if any of us has a bad experience with a brand online, we may not continue using engaging with that brand. Right. You would go to a, a, a pizza provider who has a better online ordering experience versus, you know, going walking in the store.

So the reality is it's a business problem, and it impacts all aspects of customer experience because you need to know who is on the other side and the device they are coming from with confidence to basically deliver those exceptional customer experiences. Right. And today's experience economy right now, whether it is as John pointed earlier, right? Whether it is registration process, access in-app interactions, trying to access customer support or other cross channel and emerging digital experiences, identity underpins all of them. Right.

And as this P we are focused on this next phase of the evolution of identity management, which is experience first, right? Where no, it's no longer like while we are cloud first and developer.

First, I, I think what really matters now is experience first where you have to solve the problem for developers. But along with that, make sure you have, you empower the development teams, architect, teams, business teams, fraud, and risk team with the right tools to collaborate and deliver exceptional and remarkable customer experiences, which help move needle along the business. And it is along those lines where what we are seeing lot of, and most of our customers are on some part of their identity, modernization, or digital transformation journey.

They have a bunch of projects going on around streamlining their onboarding, digital access experience. Some of them are on the passwordless authentication journey or adding adaptive risk-based authentication. Many of them want to go self-service in the help desk or automate their help desk operations. Right. And if you start thinking about it, right, as you pointed out in the poll, you know, all of these different applications, they require integration with internal applications. They require integration with your existing third party products and services.

And most of us, as you saw, right, a good, you know, good more than, you know, 50% of the users were using three to seven apps. One third of them were using more than seven applications. Everybody's evaluating some new product, right? And for every product you have to evaluate two, three vendors. So you are always looking at new products and services. So it integration is getting hard, right? That's the reality, right? Where you have to basically pull all these pieces together while running your business and make sure that everything ties well together.

And the reality is like every vendor out there, right? There are hundreds of vendors, right? Like if you're looking at one biometric provider, you will be looking at five biometric provider providers before you decide on one similar thing for behavior biometrics or documents, scanning, or whatever, the products or privacy platforms or whatever, the products you decide to pick and choose, right? And for every different global region, you may have a certain local service providers, identity proofing, or regulatory compliance and so on and so forth. And every vendor has the same story.

Hey, I am developer first IRS for API. And they push the owners on the customer and the business to pull all the, the pieces of the puzzle together and make it the customer's problem to pull those pieces together, to make sure integration happens and also deliver great experience. And what that leads to is more custom code force vendor lock-ins because if that vendor doesn't work, you just can't swap out. Right. It is gonna take you another six, 12 months, right. As we saw in the poll, right. It takes a lot of time to make any changes or create another execute, an integration project.

And essentially it slows down business. It doesn't give you the agility to do it the right way. And what orchestration does is John pointed out, it provides a foundational identity fabric that helps you pull together all the pieces of your different identity products gives you the ability to pull in other third party products, whether it is bring your own identity, bring your own authenticator, other adjacent marketing technology platform, support systems, so on and so forth. And that's what an orchestration platform provides you.

It gives you the agility puts you back in the driver's seat and helps you focus on the business to do what's right, right. It with a single API and the right set of developer tools. It abstracts all the complexity out and collapses thousands of lines of code. And that's what makes it very powerful to give you the speed and agility in. And essentially what that means is it speeds up your identity projects with accelerate your integrations, start helping you focus on providing better integration, sign up experience, logging experience, and continue to create on that, right.

If you were to, and, and this can happen across all sets of use cases, right? So what orchestration enables right in a nutshell is basically it, it pretty much helps you change the game across all user journeys, right? And helps you deliver integrations 10 times faster, save up to 90% on costly coding, help your developers free up on focusing on the core product and business versus integrations. Right?

And it, it basically an end to end orchestration platform like ping DaVinci, basically also, doesn't just solve for your onboarding problem. Doesn't just solve for MFA or one point solution, right?

It, it basically enables you to provide the onboarding process where you can address a lot of the bot base attacks or new account fraud type of problems. It helps you streamline your registration and customer onboarding and KYC processes and experience, and also helps you deliver adaptive access experience and make sure integrate authorization in there. So the right people have access to the right things. And along with that, it also enables you to pull in different services together. Right.

You know, it could be any third party ID attribute service, or you may want to integrate with your other application across the board, right? So that's the advantage of having an end-to-end orchestration fabric to basically provide you that forward leaning digital identity platform that supports all your digital business initiatives and accelerates your modernization projects around identity in, in addition to that. Right. But so while it streamlines integration and automation, what orchestration really helps, right? Is it solves all stakeholders problems, right?

Because the business team is really thinking of what does it mean for my business? You know, developers are really thinking about, Hey, how do I basically get the right tools to get the integration done quickly and a bit speed and efficiency, and from a security identity architects and enterprise architect standpoint and compliance teams, it really helps them pull all the pieces of the puzzle together. Make sure integration is done right. There are no orphan cord lying around, or a contractor goes away and you're stuck with it. Right?

So things like that is where it addresses the, the wearing goals and priorities of all the different teams, right? Where ultimately it empowers the identity architects and the developers to serve the business, to drive, you know, top line growth, reducing OPEX and delivering great engaging experiences. And more importantly, everybody has a latent fear. We all know around identity, right? Like business teams feel like it's easier to design a website than real a fixing the login experience. Right.

And developers hate hard coding and, you know, keep on making it rating changes based on new attacks or some other tweaks that's needed and so on and so forth. And, and from a architecture and risk standpoint, you know, if there's a new attack happening, right. So there's a new class of account opening fraud or things like that. They don't have to make the business bleed for six, 12 month. They can easily add a additional layer of defense, or they can basically add another way to provide a better prefilled to try more signups cetera. Right? So that's the advantage, right?

Where it basically helps once a single API is deployed on an application, it basically helps constructing workflows very easily. You can literally whiteboard your journey and the tool and canvas and basically deploy it. Right?

And, and then you can optimize that without requiring developers to be involved and making sure nothing gets open, right? Because everything is just a composable set of blocks and very well defined, et cetera. In addition to that, if you want to add third party products, right. For identity verification, or by, or add a new type of authenticator or, or some other geography has some specific consent privacy requirements or ID proofing requirement, you can easily add new connectors into any existing flows and services, right.

And more importantly, pull all those pieces together to come with a high fidelity prototype or a real solution, which can help the business teams to look at it. Developers know what to do. And more importantly, really see the value at the exact level, right? So that's the advantage of orchestration. It makes demos easy. It pretty much brings everyone together, right? You are now shifting focus on how do I integrate and scrum cycles and how long it'll take.

And you, you pretty much elevate the conversation on, okay, we solve this problem. How do we drive more signups, right? How do we get into this particular geography quickly, right. And accelerate our time to market over there. How do we stop our manual reviews or help desk calls on around password research? Or how do we accelerate our password list journey, right? While making sure we can support the existing authenticators and seamlessly migrated, right?

You, you can start looking at those things, optimizing UX cetera. So that's the advantage of no platform. I'll quickly.

We, we discussed a whole set of use cases. I'll just double click on one of the use case with one of our customers to give you some more context, right? So this is a large global FinTech customer. They operate in multiple countries and their business requires them to meet a lot of the regulatory requirements for ID proofing.

And the, their challenge was basically there were multiple regulatory requirements. The coverage of user population in different countries varied across different providers, no single provider, one provided hundred percent coverage in any single market. And at the same time, they would provide as little as 10% coverage in different markets.

Because, you know, while identity from a science standpoint is a global problem, easy to solve. When you get into identity proofing, it requires a lot of local treatment, right? Where you have to look at local identity sources, there are some data residency requirements and so on and so forth, right? So it was that the impact of that was they couldn't launch in certain markets. They had very poor coverage and it was really impacting their business. And as it was a FinTech, right, every signed up customer for them would mean a significant number of dollars, right.

You're talking a few hundred dollars, 2000 plus, right? And so that was the problem they had. And they used P DaVinci to really solve their coverage problem by orchestrating for every country, they were able to orchestrate across multiple providers to really verify the users and then do the downstream.

So for us, they would use a set of providers in different parts of other countries. They would use other providers in regional providers. What that did to them was it basically helped them really verify the users more frictionlessly, accelerate their time to market streamline the registration flows. And they didn't have to send the users to manual reviews because that was the problem. Anytime they couldn't verify anyone, they would have to for manual reviews. And what that meant for business was one poor experience.

And secondly, they couldn't capture the customer at the point of intent of the transaction. So those were some of the challenges. And by leveraging ping DaVinci, they were able to meet multiple regulatory compliance of different geographies. They were able to accelerate their time to market and launch in different geographies of much more comprehensive coverage to enable automated self-service sign up of users while making sure they address their identity related fraud, right by verifying users and then adding additional checks and balances.

So, so that's a great example of how an orchestration type of can help you and a right orchestration platform, which is open to easily. Add third party products can help you really impact the business, right by driving top line, cutting down fraud. And at the same time, future proof view, where if you see some new type of fraud tactics, or if you're existing fraud, risk provider, doesn't provide certain types of front. You can add multiple risk engines and fraud engines correlate that and define the appropriate usage on these.

Hopefully this gives you some context on how the, the ping DaVinci product provides a truly vendor agnostic Futureproof open platform. It works, obviously it works with all ping services, but more importantly, it has hundreds of integrations with other partners. So that way you can do very quickly simplify integrations set up your flows and then focus on optimizing the experience and business outcomes around better engagement, more signups, and continue to innovate yourself, right. To delivering great experience, right?

The, you know, internally we call, right? Like if you can whiteboard any of your user journeys, you can literally deploy it with this product. And the most important thing is ping. We serve some of the one other thing that I would like to leave you with, right.

Is that a, a thing, you know, we saw global 3000 customers, right? These are some of the largest banks in the world, some of the largest eCommerce platforms, payment platforms, marketplaces, and lot of these customers, retail brands, and lot of these customers, they typically have been used to making choices, right? Should I go cloud or on-prem right. Because you always have certain things on-prem right. You may need. Or if you're looking at it at some of our global customers, right. They are to require certain data, residency requirements and all that.

So they just can't move to single cloud or something. Right. And they have to debate on, should I use one platform for customer another for workforce, right.

And the, the, the, the not area straight offs between experience and security and something that John referenced earlier, like, should you use a single platform for efficiency and get locked into that vendor of desktop. Right. And that thing, we, we strongly believe that, you know, it's not about making those trade offs. It is really about how do you do both, right? Because that's the reality of business, right? Especially in today's digital business, right?

You want to make sure you, you want to be forward leaning and go on cloud while recognizing, and being compatible for certain things that require it to be on-prem or require certain global data, regional data residency requirements want to make sure you a single platform that can support your customer partner and workforce use cases. And you no longer have to make trade outs between experience and security.

You have the tools to continuously AB test optimize the experiences and provide a unified fabric with orchestration and ping one platform for platform efficiency while making sure it's open. So our customers can pull in best a Bri what's right. For their business. Right.

And, you know, the, the, the platform is available on the standalone. So you, you are not forced into a particular vendor, right? You can use the MFA products that work right for your business, right. You may want to use different mix and match. You may want to change them, evaluate bunch of them. And the platform gives you that agility. Right.

So I'll, I'll leave you with one more thing, right. As you go back to your teams and start thinking of it. One of the things that I would say is like, you know, platform is only good if it solves your problems, right. And it's the best thing is to start small. Right? So what I would suggest is, you know, identify, use case or a problem in hand, which you may have, you can reach out to us at pain and we'll be happy. One of our solution, architects will be happy if no obligation to work with you can to whiteboard your user journey, provide your demo environment and test it in yours.

So, and again, I'll be happy to take questions along with John and that up, John, back to you. Thanks.

So, yeah, let's go ahead and take a look at our questions. Typically, this starts with con typically a modernization project takes time, not necessarily due to technology hurdles, but rather the human aspect. What's the best way to communicate the big picture vision for modernization. I guess I would, I'm still aware of projects that are taking time because of technology. But I think there's a good point here about communication too.

I think, you know, start from the top, you know, executive buy-in executive communication, explan, how this affects the various work teams that need to do the work. And then, you know, when it's appropriate notify all the affected users as well, whether they be internal or external, I think.

Yeah, no, absolutely. Right.

John, all the things you said makes sense. And also, I think one of the things, right, we all know, right? Like the reason that is the problem is because people have jaded, right?

Like, because everything takes way too long costs, way more, you end up spending way more on system integration and all that. Right. So I think, and that is where these modern orchestration platforms and identity fabrics can help you because you can actually, in a matter of days, actually show the end state right on what that end result would be.

What that customer experience is in few hours quickly, mock up and show some very high fidelity experiences, which provides you a way to collaborate with the business team fraud, address all the stakeholders objection, and get them to see and provide a way to collect feedback and continuously optimize from that point. Okay. The next questions directed specifically to you, it says, how is DaVinci delivered as a part of ping one? Yeah. So DaVinci is part of the ping one platform.

It is, it is a SA based service. It is available and, and it, it is available as a standalone and along with other as well as along with other ping services. And it works with all ping products, including some of the ping on premise products like pinged and others, A follow up to that says, if it is part of your cloud offering, do you have third party integrations available right from your SA solution? Yes.

We have hundred plus third party integrations, including all major global identity providers, authenticator providers, fraud systems, et cetera, other applications, Another one kind of directed your way, I think is, do I have to replace my existing MFA provider to use P No, you do not have to. Right.

The, the whole goal is to make sure it is compatible with your existing stack. There is no force rip and replace. If you're happy with your existing MFA provider, you can keep them right and, and continue using them. And that shouldn't be a problem. This platform is independent. It doesn't require you to use pings M products. Can I use this in our digital innovation team to only evaluate new vendors we are consider considering for document verification, testing, different registration experiences.

Yes, absolutely. Yeah.

In fact, we have some of our customers using precisely for that because you know of what we are seeing is there is a need for, you know, addressing bias or there is a need for addressing how many automated worlds happen and does it work? So, yeah, absolutely.

We, we work, we are working with many digital innovation teams and even with some of our system integration partners to help our customers continuously to evaluate different third party products. And we, we have some very large customers who have their own homegrown orchestration platform and it is, and they feel they, they can't make lot of changes at the same time. They can't replace it, right.

They, their own identity fabric just because of their scale. And in that case, they're also using us for looking at what are the other products they may want to add into the MIGS and, or calling us only for a subset of their journey. And then rolling it, tying it back into the Next question.

Do I need, these are mostly very product specific. Do I need to be an existing ping customer to use it? Does it requires to have other ping products?

No, it does not require you to use other ping products though. We would love for you to use them.

But yeah, no, it it's, it's an independent platform and yeah, it should work with whatever your existing identity infrastructure is. What does no code mean?

You know, I, this is a good one. You know, I, in, in my position, I need to see a lot of different products, get to see, you know, administrative consoles for, for different types of products too.

And, you know, there is a lot of emphasis on no code, low code solutions these days. So, you know, what, you know, from a higher level view of how this works, no code low code means generally having some sort of visual configuration tool, like a flow chart editor that, you know, really doesn't require coding.

You know, you can, as a, as a business user sort of implement the logic in a flow chart form or something very similar to that. And then the solution itself takes that and puts it into the form of code that it understands and can execute. What's your overall take on low code, no code. Yeah. I think in no code low, I think in general, right? What that does, it provides you agility, right.

I, I would break it down into very simple thing. Right? The code aspect is that I kind of explained in the presentation earlier, right? You have a single API that abstracts all the integration, complexity out. So the quoting is, so all you have to do is you have a single endpoint, which is deployed into your web application, mobile application call center, which will be your application. You have a single API endpoint that is deployed into that. It has all the right set developer friendly tools. So a developer can easily put in there and the no code.

So that is the code aspect where it's that low code thing, right? Like you have to put some code in the application to invoke that, but once that is done, then the no code part is you can literally set the policy just through policy and configurations. You can easily define the workflows and connectors. You can change them, AB test them out and to continuously optimize your user journey. So that is where the no code aspect comes in. And it gives you that agility to add providers like the other PA question game, right?

Hey, I want to try out couple of document providers to see which one works, which has less bias in on you could easily do that without good. And next question, I'm looking for just identity proofing during registration. Can I do that for just one project?

Yes, absolutely. Yeah.

I mean, that's the, that's the beauty of the identity fabric microservice. You can just add or extend as needed. There's no need to, you know, buy more than you need or configure more than we need. Okay.

Well, I think that's everything we've got in the inbox here. Thanks for, you know, a lot of your questions today and thank you for attending everyone. Thanks for your present presentation, Jin and any, any parting comments here?

No, no, thank you, John, for hosting this. Thank you everyone for taking the time and listening in and yep. Please feel free to reach out to us if there are any questions. Thank you. Yes. Yeah. Any questions? Feel free to reach out to us. This has been recorded and the recording and slides will be available soon. Thank you everyone. And with that, we will conclude the webinar today.

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An Agile Approach to Customer Identity and Access Management (CIAM)