Why identity management will improve the customer experience

We’ve all made those phone calls to our utility providers, insurers or other organizations where we are asked to answer questions that confirm our identity.

Now, most people don’t have a problem with confirming who they are once but having to do it over and over again when transferred to another department inside an organization makes for a pretty ordinary customer experience.

The problem is that without what is known as a ‘know your customer’ process, it is impossible for an organization to ensure it is talking to the correct person.

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