Fast, Simple, and Safe – How Customer Experience 4.0 Works

Advantages of modern CIAM systems enable retailers and service providers to significantly strengthen user data security and long-term customer retention.

Mar 18, 2021 9:00:00 AM - 2 min.

Zürich, 18 March 2021 – Inconvenient registration forms, complex password requests, email confirmations, and proof of identity are far too often part of many standard login processes when customers and end users simply want to access a company’s services, platforms, and applications on the Internet. Each of these steps is a barrier, which has the potential to frustrate customers. Companies can counteract this by choosing the right CIAM system. Properly implemented, Customer Identity and Access Management facilitates a first-class user experience and strengthens customer loyalty. Nevis authentication experts summarize the four most important CIAM advantages for the customer experience: 

1. Comprehensive data security

Many consumers are worried that personal data – from a delivery address to the bank details of shop operators or service providers – is not sufficiently protected. This prevents up to 20 percent of them from completing an order process. For companies, the dangers of hacked user accounts are an additional source of headaches. Goods ordered and not paid for by criminals, the loss of trust by affected customers, and damage to their image when large-scale hacks are revealed are a few potential consequences – and they don’t just affect small providers. This is where a CIAM system comes in and provides secure management of user data. Particularly secure authentication methods are only used when logging on. The strength of the authentication can vary based on the risk so that maximum user-friendliness is guaranteed all the time. The methods best suited to each respective situation can be combined using multi-factor authentication (MFA).

MFA basically distinguishes between four authentication methods, which can be combined. They are based on four factors: possession, knowledge, location, and biometric features. For example, a user usually possesses an identified device, knows a password, logs in at a certain location via a specific IP address, and has a unique fingerprint. The combination of these identification measures ensures to the best extent possible that the person wanting to access resources is indeed the person he/she claims to be. As already mentioned, not all factors have to be checked at the same time, but rather only a selection of factors based on the expected security risk. Unauthorized access attempts are thus effectively hindered while user-friendliness is simultaneously guaranteed.

2. Smart usage

Nowadays, smartphones are everywhere and users have grown accustomed to foolproof control – a finger is often all you need to click and scroll. Furthermore, most models have a number of built-in security functions that can be connected to the CIAM system. This facilitates authentication using Face ID or a fingerprint, which is especially convenient and passwordless. The user interfaces of modern CIAM systems are also designed for intuitive use and avoid any unnecessary barriers to users.

3. Quickly reach goals across all devices

Be it on a smartphone, tablet, or desktop computer, CIAM systems help users quickly reach their goals across all devices: for example, logging in to approve a transaction, using self-service tools to change user account information like a new delivery address or bank details, or selecting newsletter preferences or push notifications. Users can create, update, and delete all their relevant account information without having to involve the helpdesk.

4. Always up to date

Customers can always connect to the company on their smartphones, check the status of orders, track packages, confirm transactions, and access invoices and other important documents. And they can do all of that quickly, easily, and on-the-go – this creates additional contact points and strengthens long-term customer loyalty.

“Sloppily implemented user profile management can be critical to online services – data leaks cause long-lasting harm to the customer relationship and can have fatal effects on a company’s image”, explains Stephan Schweizer, CEO of Nevis. “Modern CIAM solutions basically prevent this and are simultaneously an effective tool for customer relationship management.”


About Nevis

Nevis develops security solutions for the digital world of tomorrow. Its portfolio encompasses passwordless logins, which are intuitive to use and offer optimal protection for user data. Nevis is the market leader for Identity and Access Management in Switzerland and secures over 80 percent of all eBanking transactions. Public authorities, leading service providers, and industrial enterprises worldwide rely on Nevis solutions. The authentication specialist has locations in Switzerland, Germany, and Hungary.

Press Contact

LEWIS Communications GmbH
Ingo Geisler,