Tag: Experian identity

This article was updated on February 5, 2024. Identity management can refer to how a company creates, verifies, stores, and uses its customers' digital identities. Traditionally, many large organizations relied on a highly segmented and siloed approach. For example, marketing, risk, and support departments might each have a limited view of a customer, and the tools and systems that support their specific purpose. Organizations are now shifting to a more holistic approach to enterprise identity management. By working together, departments help contribute to building a more complete, single view of a customer. Some companies have renewed or increased their focus on the transformation during the pandemic, and the transition to an enterprise-wide identity management strategy can have long-lasting benefits. But it isn't always easy. Challenges of an enterprise-wide identity management strategy Gathering the initial momentum needed to break out of a siloed approach can be particularly challenging for large organizations when each business unit has an ingrained identity system that meets the unit's needs. Smaller organizations might have an easier time gathering consensus, but budget or technological limitations may be serious constraints. Even after a decision is made and the budget gets set aside, organizations need to think through how they'll create and manage a new enterprise-wide identity management system. It's not a one-and-done upgrade. For the strategy to succeed, you'll need to have processes in place to onboard, verify, secure, and activate the new digital identities. READ: What is Effective Multifactor Identity Authentication? Why use an enterprise-wide approach? Motivations and specifics can vary depending on an organization's size and structure, but some companies find a more holistic approach to customer identity management helps them: Improve customer experiences Save money by removing redundancies Boost sales with better-targeted marketing Better understand customers' needs Provide faster and more relevant support Make more informed decisions Detect and prevent fraud These benefits can play out across the entire customer lifecycle, and identity management systems are able to achieve this by pulling in data from various sources to build robust consumer identities and systems. Your internal, first-party data will be the most valuable and insightful, but you can append multidimensional data from third-party sources, such as consumer credit databases, demographic data or device data. And second-party data from partner brands or organizations. READ: Experian 2023 Identity and Fraud Report Consider the regulatory and security challenges An enterprise identity data management approach can also mean re-evaluating the applicable regulations and security challenges. The passage of the E.U.'s General Data Protection Regulation and California Consumer Privacy Act marked an important shift in how companies need to handle consumers' personal information — but that was only the start. Some U.S. states have also passed or are currently considering data privacy laws. Industry-specific regulations can apply as well, particularly in the healthcare and financial services industries. It's not as if a siloed approach lets an organization avoid regulation, but keeping current and upcoming laws in mind can be important during a large digital transformation. Additionally, consider how going beyond the minimum requirements could be beneficial. In a 2023 Experian white paper, we found that 61 percent of consumers want complete control over how companies use their personal data.1 Security also needs to be top of mind for any organization that collects and stores consumers' personal information. An enterprise-wide identity management system may make managing increasing amounts of data easier, which could help decrease fraud risks. And your customers may be willing to help — 67 percent are open to sharing data if it will increase security and help prevent fraud.2 Keeping customers' desires front and center Experian partnered with Aite-Novarica to study enterprise-wide identity management. All but one of the 12 executives interviewed said client experience is a primary or predominant driver in the transformation of their identity management programs.3 Once implemented, a holistic view of customers can increase the experience in many ways: Meaningful engagement: You can deliver relevant and timely offers if you understand when, where and why consumers are interested in your products and services. Similarly, you'll know who isn't a good fit and won't bother them (or waste money) by showing them ads. Verification: Using a single, persistent identity could make the initial and ongoing identity verification an easier process that doesn't disrupt consumers' lives or lead to frustration. Ongoing recognition: Nearly 70 percent of all consumers want businesses to recognize them across multiple visits.3 But you'll need to study your customers to determine how much friction is acceptable. Some people prefer security over convenience and are willing to trade a little time to use extra verification methods. Customer service: Having more insight into a customer's entire history and interactions with your organization can help you quickly respond when an issue arises, or even anticipate and solve potential problems. Security: Nearly two-thirds (64 percent) of consumers say they're very or somewhat concerned with online security.4 Companies that can quickly and accurately identify consumers can also help keep them safe from fraud and identity theft. While these may be some consumers' top concerns today, continue listening to your customers to better understand their wants and needs. WATCH: Webinar: Identity Evolved — Building consumer trust and engagement Implementing an enterprise-wide identity management strategy Identity management can become a daunting task, particularly as new data sources begin to flow. As a result, many organizations turn to outside partners who can help manage part, or all, of the process. For example, an identity management solution may offer identity resolution and help create and host an identity graph (the database that stores the unique digital identities). A more robust offering may also help with other parts of identity management, including ongoing data hygiene and helping you turn your unique customer insights into actionable marketing campaigns. Experience managing vast amounts of data is also important, as is access to additional offline and online data sources. In 2023, Experian found that 85 percent of companies said poor quality customer contact data negatively impacted their operation's processes and efficiency.5 An enterprise-wide system that allows business units to update a single customer profile with the latest contact information might help. But working with a data provider that appends the latest info from outside databases could be a better way to ensure you have customers' latest contact info. When researching potential partners, also consider how their offerings and approach align with your goals. If, like others, improving the customer experience is a priority, make sure the solution provider also has a customer-first approach. In turn, this means security is a top priority — it's what customers want and it's important for protecting you and your reputation. Learn more about Experian's identity management solutions and how you can benefit from working with a company that understands identities are personal. Learn more 1Experian (2023). White paper: Making identities personal 2Ibid. 3Aite-Novarica and Experian (2022). Enterprise Identity Management: Evolving Aspirations and Improved Collaboration Are Transforming the Discipline 4Experian (2023). Identity and Fraud Report 5Experian (2023). White paper: Making identities personal

“As an industry, fintech is known for creating compelling and personalized online journeys. But that experience can suffer if the fraud-prevention routines are perceived as burdensome by consumers,” said Kathleen Peters, Chief Innovation Officer for Experian’s Decision Analytics business, in a recent Q&A article with Finovate.  With the proliferation of the digital world, managing digital identity and “getting it right” is crucial. However, as much as it is an opportunity, leveraging consumer identity data can also create a stumbling block for some organizations. Peters cited Experian’s annual Global Identity and Fraud Report, specifically, the consumer concern around online security and the need for industry players to find the right balance between security and a frictionless experience.  “In short, we need the right fraud-prevention treatment for the right transaction; it is not a one-size-fits-all exercise,” Peters said.  The interview also covered the importance of knowing a customer’s identity for compliance reasons and business use cases, dispelling the myth that banks’ efforts around personalization are considered “creepy” by consumers, and the best ways for banks and fintechs to build trust among their consumers.   According to Experian’s Global Identity and Fraud Report, consumers are willing to give entities they trust more data, particularly if they feel they are receiving value. And it’s undeniable that data is at the heart of personalization and building better relationships.  “It comes down to identifying and understanding consumers and their needs. The best way to do that is with a lot of data,” Peters said.  To read the full article, visit Finovate’s website.  Finovate: Experian CIO on Digital Identity, Personalization and Building Trust with Consumer Data  Learn more about Experian Identity

“Businesses are managing vast and growing amounts of consumer data – all while ensuring consumers’ privacy and complying with complex government regulations.” This is one of the many reasons there’s an increasing need for innovative digital identity solutions, as explored in a in Axios in a new Experian advertorial. Experian Identity, an integrated suite of identity solutions, products, and services, solves for challenges presented by the continuing migration of consumers to the internet and the resulting growth of consumer data. Leveraging that data stemming from diverse sources and combining it with advanced technologies, is critical to better determining and understanding a company’s best marketing prospects, as well as making confident decisions that enhance and safeguard the consumer experience. How? By leveraging multidimensional data and adhering to all consumer protection laws and industry self-regulatory standards, businesses can best recognize and connect with their consumers in more personalized, meaningful and secure ways. The Axios article discusses the benefits of Experian Identity, including strengthening fraud detection, solving for identity resolution, and helping to uncover business opportunities through segmenting, targeting and engaging consumers. “While today’s consumers are intensely interested in protecting their personal data and identities, they also want to be recognized and understood by the companies they do business with,” said Kathleen Peters, Chief Innovation Officer of Experian Decision Analytics, in the article. Read more about how Experian’s identity solutions helps businesses stay relevant with audiences, create a positive consumer experience, and meet people’s desire to be recognized in Axios’ new article. AXIOS: Making identities personal Learn more about Experian Identity

Experian recently announced Experian Identity and published an advertorial in American Banker outlining the integrated approach to identity that recognizes the full breadth of the company’s authoritative data solutions that help businesses better connect with their consumers in more personalized, meaningful and secure ways. The efforts address the rapidly changing definition and landscape of identity and take on the importance and needs for identity which span across the entire customer journey. From marketing to a specific consumer’s needs, to facilitating a friction-right customer experience, to protecting personal information. As such, there’s a gap for single-partner providers to help businesses navigate this change, while also putting the needs of the consumer first. “Identity data sets are constantly growing with inputs from new interactions. Many future sources of data have yet to be even conceived or developed,” said Kathleen Peters, Chief Innovation Officer, Experian Decision Analytics. “Staying ahead of the identity market curve is vital, and it requires building and continually evolving an enterprise-scale identity solution that interconnects with your own unique data and systems to create attribute-rich profiles of your customers that work across any identity application. That’s Experian Identity.” Experian Identity underscores the need businesses have to respond to increasing identity needs with interconnected, scalable technology, products and services that optimize the consumer experience.       While the integrated approach announcement is new, the capability is not. Experian has been trusted for decades to secure individuals’ identity around the most important decisions in their lives – think purchasing a car or home, being identified at the doctor’s office, and more. As such, consumers remain at the center of every action. Experian Identity offers identity resolution, verification, authentication and protection, and fraud management solutions that include first- and third-party fraud, account takeover, credit card verification, identity resolution and restoration, risk-based authentication, synthetic identity protection and more. Additionally, we’ve included a special blog post introducing Experian’s identity capabilities from Kathleen Peters on the Experian Global News Blog and additional coverage. Stay tuned for more updates. Experian Global News Blog - Making Identities Personal: Experian Helps Businesses Build Consumer Trust American Banker – Making Identities Personal: Building Trust and Differentiating Your Brand Experian White Paper - Making Identities Personal For more information about Experian Identity, visit www.experian.com/identity-solutions.