target audience: TECH SUPPLIER Publication date: Mar 2023 - Document type: IDC Survey - Doc Document number: # US50453421
Customer Identity and Access Management: How Organizations Deployed Identity Security to Help Build Digital Relationships
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Abstract
This IDC Survey presents the results of a recent IDC survey of approximately 500 U.S. decision makers responsible for implementing commercially available customer identity and access management (CIAM) software products to better understand what use cases they serve, what's driving their requirements, and how satisfied respondents were with current solutions. Vendor activity within this identity security submarket continues to build driven firstly by cost savings and what we're calling self-service portals allowing users to access post-purchase support, general data collected for compliance purposes, and account information storing medical records, test results, and so forth. Less than 5% of respondents said they were offering a complete and direct digital shopping experience.
An IDC survey effort is supposed to test a hypothesis and tell a story. The hypothesis was that CIAM represents a different opportunity than that which B2E workforce IAM serves. It's wildly more elastic and requires a better user interface and a more accommodating authentication approach. And while the hypothesis was directionally correct, the study revealed that most organizations do not regard their CIAM investments to be new and radically different. They are specialized databases allowing customers to create, read, update, and sometimes delete their records and past transactions (C_R_U_D) performing the four basic operations of persistent storage.