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

Publisher IDC
Published May 27, 2022
Length 9 Pages
SKU # IDC17198468

Description

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

This IDC Perspective looks at the future of customer experience from a specific lens of technology — that of authentication to help managers focus on removing the friction that impedes customer conversations."Ensuring that the agent and/or the customer is who they say they are quickly and accurately has the potential to remove seconds off the interaction time as well as to remove an awkward and inherently negative start to an interaction," said Mary Wardley, program vice president, Customer Care and CRM at IDC. "Neither the organization nor the customer wants to start a conversation that implicitly communicates, 'I don't believe you are who you say you are.' Yet that is exactly how a majority of customer/brand interactions begin.

Please Note: Extended description available upon request.

Table of Contents

9 Pages
Executive Snapshot
Situation Overview
Authentication: Now and in the Future
Alignment with Broader Business Outcomes​ — The Future of Customer Experience 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

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