There's a fine balance between authenticating customers' identities and making accessing and using their accounts too difficult or frustrating for them. In this video Forrester analyst Andras Cser talks about appropriate friction, that protects customer accounts but is thoughtfully deployed to minimize frustration and poor customer experience.
- What parameters drive strategies for step-up authentication?
- How important is contextual data for making risk-based authentication decisions?
- How can smart use of device attributes and behavioral biometrics de-escalate the need to step-up authentication?
Watch the full video here.
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