Digital engagement shapes the way users and consumers interact with their services, starting with customer identity. The experience is much more than just a way to log in to and gain access to services. In the first few months of 2020, digital channels went from a “nice to have” to a “must have” for countless businesses; for many, digital channels suddenly became the only way to engage with customers.
In the rush to implement digital transformation strategies, push innovation at the speed of digital-first business, and meet changing consumer demands, new challenges and consequences emerged:
Today’s companies must enable their customers to engage with their apps or services at any time, from any device, in a secure and safe manner. At the same time, companies must also ensure that these engagements are convenient and consistent across the full range of digital channels.