target audience: TECH BUYER  Publication date: May 2022 - Document type: IDC Perspective - Doc  Document number: # US49122522

Customer Experience: Removing Friction to Enable the Conversation — Agent and Customer Authentication

By:  Mary Wardley

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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Agent and Customer Authentication

  • Situation Overview

    • Authentication: Now and in the Future

    • Alignment with Broader Business Outcomes​ — The Future of Customer Experience Framework

    • Figure: Future of Customer Experience Model: Thought Leadership Framework

    • Implications of Technology: Removing the Friction

    • Examples of Technologies Targeted at Authentication

    • Journeyid.com

    • Uniphore — Trusted Agent

    • Top Investment Priorities

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis