Gigya (SAP Customer Data Cloud ) is Customer Identity and Access management (CIAM) solution offered by SAP

What is Customer Identity and Access Management (CIAM) ?

Customer identity and access management (CIAM) enables organizations to securely capture and manage customer identity and profile data, as well as control customer access to applications and services.

Strong CIAM (aka customer identity) solutions usually provide a combination of features including Customer registration, Self-service account management, Consent and Preference management, Single Sign-on (SSO) ,Multifactor Authentication (MFA), Access management, Directory services and Data access governance. The best CIAM solutions ensure a secure, seamless customer experience at extreme scale and performance, no matter which channels (web, mobile, etc.) customers use to engage with a brand.

These solutions can be delivered via software that can be deployed on premises, in private clouds or via API-first Identity-as-a-Service (IDaaS) platforms. These platforms expose their capabilities—including admin capabilities—via APIs and are geared toward development teams who want to embed CIAM services into their applications. Regardless of delivery method, the goal is to make the experience of accessing digital applications seamless and secure.

Why CIAM Is Important?

Customers want two simple things as they interact with brands. Firstly, they want brands to delight them by providing great user experiences. Secondly, they want brands to protect them from fraud, breaches and privacy violations. CIAM helps you do both.

Delighting your customers means ensuring their journey—from their initial introduction to your brand to the time they become your loyal advocates—is as smooth as possible. If you fall short of providing an exceptional experience,  your customers may go elsewhere.

“One in three customers will walk away from a brand they love after just one bad experience.”

Source: “Experience is everything: Here’s how to get it right,” PwC, 2018 

Given what’s at stake, a great customer experience is no longer just nice to have; it’s a critical differentiator. In their ”Experience is everything” report, PwC found that 32% of customers will abandon a favorite brand after just one bad experience.
You can’t stop at experience either. Customers also care deeply about security. A 2019 Ping Identity report revealed that 81% of customers would stop engaging with a brand online following a breach (a 3% increase over 2018), and one in four would stop all interaction whatsoever.

The most recent Cost of a Data Breach study found that of the $3.92 million average cost of a data breach, 36% of the total, or $1.42 million, was the direct result of lost business.  

Source : Cost of a Data Breach study 2020

Features And Benefits

Frictionless access

Single sign-on (SSO) across multiple web applications means users do not have to create more than one account when dealing with an organisation’s multiple web-based services.

Enhanced protection

For the user’s identity and the organisation’s resources – with a range of security measures including multi-factor authentication, threat detection and password blacklists.

Scalable performance

Customers expect anytime access to your services and resources – a CIAM solution needs to scale to demand to ensure the experience isn’t compromised during times of peak usage.

In addition, most solutions available today will provide:

  • Some graphical analysis of user behaviour, which is available out of the box
  • Ability to ‘outsource’ credentials to other identity providers (IdPs) such as social IdPs* or Office 365

*Social login has become particularly prevalent and valuable in CIAM solutions – allowing customers to authenticate with popular social media providers, such as Facebook, rather than set-up yet another username and password. Keep in mind that if it’s an outsourced service, it’s more likely to provide new authentication-related features as they become available.

The end result is happy customers, who trust your organisation and stay loyal to your brand.

Pleiosys Services

At pleiosys , we help our clients to improve their Customer experience & engagement by implementing the right CIAM solution for them

Our team has extensive experience in

  • Gigya Implementation
    • Registration
    • Authentication
    • Social Login
    • Single Sin-on (SSO)
    • Multifactor Authentication (MFA)
    • Progressive Profiling
    • Customer Data Encryption and Protection
    • Self Service
    • Personalization
  • Customization through extensions
    • Our team has vast experience in developing Gigya Extensions to enhance CIAM system to meet customized requirements of our clients
  • Integration with external applications
    • Integration with other SAP Syetems
    • Intgration with third party sytems