When it comes to digital identities, do you know who the decision maker is in your organisation? The likely answer is the IT department as digital identities are commonly seen as a part of cybersecurity operations or technical management.
One could argue that this is a legacy misconception from how enterprise IAM (EIAM) (aka traditional IAM) handles digital identity and its management in organisations. However, since the rise of digital services, customer identities have become the core of any digital business, making the situation wholly different.
Taking organisational responsibility of digital identity
The world around us is increasingly digitalised – from governmental services to large-scale e-commerce and everything in between. At the core is always improving the end user’s experience – a critical goal for any business. But to get this right, the experience needs to start with seamless identity and access management (IAM).
Therefore, it’s a no-brainer that organisations shouldn’t leave the core of their digital business in the hands of just one department – in this case, IT. Enabling secure, streamlined, user-friendly services and driving growth is an organisational responsibility. Cross-functional collaboration is a must for any business providing digital services.
Digitalisation – the value from the investment
“improved services, growth and customer loyalty should be goals for all departments”
Customer IAM is the foundation of modern digitalisation strategies. It enables organisations to benefit from new business value across functions. The drivers and goals behind digitalisation projects should be a board level decision, indicating a varied group of decision makers – even those that might not typically be involved in technical evaluation processes, e.g. marketing or business development units and all with a CxO title.
Taking an organisation-wide approach helps to maximise the value of investment that organisations put into implementing their digital identity solutions. It also helps to prevent several risks the organisations are facing – siloed strategies leading to overlap in efforts, increased costs and overall inefficiencies.
An organisational approach closes the gap between what customers expect and what you are actually delivering – enabling better return on investment and better services for your customers. It’s understandable that different business units have different sets of goals and objectives, but improved services, growth and customer loyalty should be goals for all departments.
I ask again, do you know who the decision maker is in your organisation? Could it be you? Visit our learning centre to get familiar with streamlined digital identity solutions, or if you’re ready to get started with digital identity and getting most of your digitalisation project, contact us now.