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CX and Multi-factor Authentication?

As the experience of the employee varies from company to company (on-site and off-site), one thing remains constant.

The accumulation of cookies and possible malware as they use their browser to visit shopping sites, news sites, social media, even competitor sites.

Last year alone cyber security breaches mainly included username and password leaks, along with massive spills of consumers’ personally identifiable information, and they could have been prevented had the companies implemented multi-factor authentication.

Or had they simply been consistent with clearing their cache, cookies, and history...but that's not a policy that is enforced in most small to mid-size businesses.

Let's talk 'real impact'. How does CX affect the business? Well, let me put it this way...where ever the customer touches your brand, that affects their experience. If your call center isn't in sync with your sales and marketing teams, customer service issues await. If your marketing email campaigns aren't communicated to your sales teams, you can bet there will be confusion amongst your customers and prospects, not to mention an angry sales leader. If you customer can't accomplish the task they set out to do on your website or over the phone, don't expect them to be a customer for long. Effortless experiences translate to retention. Don't make it difficult for a customer to be a customer.


SMBs have been slow to adopt multi-factor authentication solutions due to fears that increased security will come at the expense of increased friction for end users, facing the same issue of clearing your cache, cookies, and history. But the latter comes with "great effort". No one wants to do that on a regular basis, especially if their is convenience in keeping your username and password stored on your browser for continued use.


Most just cross their fingers and hope it doesn't happen to them. But by deploying a multi-factor authentication experience upfront, you reduce the amount of effort on the back-end and improving the efficacy of the SMBs security controls through machine learning, and orchestrating and automating their responses to the growing number of security events and alarms in their environment. Seems like a win-win for both employer and employee.

By understanding and mapping this simple experience, cyber security professionals can solve the UX issue and more importantly the repercussions of the cyber security issue. We know a two-factor authentication will get beaten.


Today’s most popular two-factor systems usually work by sending a unique code to the phone paired with your account. The issue with this approach is the system can be broken by intercepting that bit of shared knowledge — the unique code — between the two parties. To combat this, multi-factor authentication requires that users confirm a collection of things to verify their identity — usually something they have, and a factor unique to their physical being —think retina or fingerprint scan or location and the time of day.


Companies believe two-factor authentication is less costly and more practical but given the security risk, is it? Will underwriters in the near future require this before issuing a policy? Multi-factor authentication may seem a bit excessive but it’s actually pretty common, particularly among banks and we don’t think it will be long before mid-market and enterprises switch to multi-factor authentication.


Mapping the employee experience will help reveal practical ways that are natural to your companies environments, making effortless experiences that are safe for your organization.

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