IAM and Improving the Customer ExperienceCA's David Gormley on How IAM Can Enable and Protect Multi-Channel Customer Interactions
Customers increasingly use digital channels to interact with organizations. But these interactions raise new security concerns that must be addressed by IAM solutions, says David Gormley of CA Technologies.
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The first challenge is the age-old question of security versus customer convenience. No organization wants to make it more difficult for customers to interact with them in the electronic channels.
But there is also a challenge to get new customer facing applications and services to market quickly with consistent, says Gormley, a director at CA Technologies.
"When we say this space is taking off, what it means to a lot of IT departments is that the business has demands for a much higher volume of applications," Gormley says. "There's a real challenge there to try to set up a coordinated or standardized system so that they can focus on the business aspects of the applications and then just latch on the appropriate security when necessary."
In an interview about using IAM to improve customer engagement, Gormley discusses:
- Today's state-of-the-market and its unique challenges;
- How organizations are approaching security;
- The business benefits of using IAM to improve customer engagement.
Gormley is a CISSP with over 20 years of experience in the technology industry. He is currently a Director in the security business unit at CA Technologies. As a consultant at A.T. Kearney he worked on technology solutions and partnerships with Fortune 500 clients. Prior to that David worked at Forrester Research evaluating technology environments and consulting with partners on the adoption of emerging technologies. David has a BS in business and an MBA with a concentration in information technology.