Conclusion: Organisations are increasingly adopting digital customer strategies and on-line channels. Customer identity management is now a foundation of most customer on-line services. This is both to secure customer identities and provide a single point of access and experience when customers transact across multiple, on-line channels. Many digital identity solutions are less than effective when it comes to striking a balance between adding a layer of safety and ensuring a frictionless customer journey. Adopting a customer focused approach at each stage of the customer journey, customer identity and management systems (CIAMS), user pain-points around identity controls can be prevented through a more user-sensitive, yet risk-aware, approach.

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Philip Nesci

About The Advisor

Dr. Philip Nesci

Dr. Philip Nesci is an IBRS advisor specialising in digital transformation, Cloud strategy and analytics, cyber resilience and risk management, and large scale program management. Philip has an extensive track record as a CIO and an Executive in global commercial organisations such as Shell, Orica and China Light and Power, where he has orchestrated and delivered major organisational transformations enabled by technology. More recently as CIO of Monash Health and the Australian Red Cross Blood Service, Philip has focused on the Health sector and in Government leading a number of programs which have significantly reshaped the customer experience and engagement, underpinned by cyber resilience. Philip’s approach to strategy development and implementation is achieved through strong leadership and extensive engagement with Boards and Executives. Philip’s blend of business and technology experience across a wide range of industries and enhanced by working extensively in Australia, Europe, Asia and the USA, provides him with unique understanding in successfully planning and executing digital strategies to reshape business.