You have seen the earlier generation of journeys where you have hundreds and thousands of lines of code, and you have five developers working on it. The first thing is that it takes you away from code management. Gaurav: The identity orchestration engine…is one of the key pieces we enabled. Tell us how that fits it with your CIAM objectives. They say, “How fast can I onboard? How fast can I reach a better enrollment rate? How much can I reduce MFA so that there is no frustration with our customers?” So those are the things that we always look for when we are doing anything around the CIAM program.ĭavid: So let’s dive into orchestration. Gaurav: When we meet with our business folks, we know that, for them, technology is just a means to an end…They don’t care about products. So unless you have a CIAM program or…that tool chain, it becomes very difficult to balance those two priorities.ĭavid: How did you engage your stakeholders at TIAA and get their support? On the flip side of it, you need to have very strong digital protection. You want to make it easier for your customer to access your system. You want to make it easier for your customer to get onboarded. …The first priority is the customer experience. And we have built an ecosystem of products, tools and third-party SaaS providers that typically need to balance competing priorities. We have been doing this for close to 4 years now. Gaurav: At TIAA, we have a fairly mature CIAM program, and it didn’t happen overnight. From that perspective, let’s talk about the program at TIAA. And we’re thinking about the consumer’s CIAM journey. What did you say, Gaurav? You said, “If every employee uses a smart card, do you give smart cards to your customers?”ĭavid: So we’re going to talk about the journey at TIAA with Customer IAM. Gaurav and I were talking about this it’s a disservice to loop them both in together. You have to adhere to acceptable use policies (AUPs). The answer is yes, but you have to treat employees differently because they sign employee agreements. And one thing I want to mention - it’s a bit of a bone to pick - there is definitely a difference between consumer identity and workforce identity.Īs a former Gartner analyst, I myself did some research on bring-your-own identity, and worked with many clients who would ask, “David, can we use social identities if someone loses access? Can we use that to bootstrap some kind of identity proofing?” We’re all here at the Gartner IAM conference, and here today in this session is CIAM. Digitization is one of the key goals…improving all of the interactions that we design for our customers.ĭavid: So let’s dive in. We have since transformed ourselves and have expanded beyond education. Gaurav: TIAA is a Fortune 100 company, and we have a mission statement: “We help those who help others.” Our primary business is around retirement products, and we have a strong, long legacy with educators. So why don’t you tell us a little about TIAA? My group is responsible for customer digital onboarding, digital access management, fraud detection and prevention and a whole slew of identity lifecycle services…I’ve worked on homegrown systems with database identity and passwords, homegrown token-based systems and more modern identity and access management.ĭavid: You’ve seen the full evolution of CIAM. I lead the digital identity services at TIAA. I hope after the session you’ll get something that you can take back to your organization and use that in your CIAM program. Gaurav Kothari with TIAA: Sure, first, thanks for joining us. So tell us about your background and what you do at TIAA. These are just highlights of their talk, trimmed down to give you the most valuable information from their Q&A:ĭavid Mahdi with Transmit Security: Gaurav, we are fortunate to have a customer like you, willing to share your experience with others who can benefit. The following conversation reveals how orchestration bridges the gaps between siloed identity solutions - and how it benefits your teams and customers.
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