Stop Treating Your Customers Like Your Employees

Unlike many of my other talks, this one didn’t start are a speech and didn’t start with a few phrases. This talk started as an analyst briefing deck. It had become clear that many of the identity industry analysts, if they covered customer identity at all, did so with a very narrow view of it. I put the progenitor of this deck together so show how broad customer identity is and, more importantly,  how amazingly large the opportunity ahead of us is.

Speaking  season came upon me and I needed something to talk about. I took out all of the Saleforce-specific bits and turned the briefing deck into the keynote below.

The gist is simple: customer identity presents the opportunity to grow the business and move identity professionals from being in a cost center to being in a revenue generation center. We, identity professionals, can be business enablers, something we have never been before.  But, and this is a big one, customer identity is larger than employee identity and applying enterprise-centric techniques to customer-centric use cases is a major mistake. What follows is my attempt to show big the world of customer identity really is.

Customer identity is an amazing opportunity for identity professionals everywhere. Don’t treat your customers like your employees. Start delighting them.

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