Providing a seamless customer experience that Okta strives for

“Oktane20” was held in March 2020 and ended with great success. At the end of the keynote speech at this event, Okta's Chief Product Officer, Diya Jolly, appeared and introduced Okta's vision of the world and its roadmap.

First of all, thank you for participating in Oktan20.In order to make any technology available to any organization, Okta is committed to building a modular identity platform and is the only independent identity platform in the world. He emphasizes that he is working hard to build a platform. In fact, Okta Platform Services provides six modularized functions in a service-oriented manner, making it possible to realize an environment that can support many use cases and integrations.

Okta aims to empower CIOs and IT teams with modernized IT, while enabling product development and marketing to deliver seamless, secure and customized customer experiences. is. In addition, we aim to provide an environment where Okta can take a zero-trust security approach from both employees and customers, and we are enthusiastic about growing the platform in the next few dozen months. speak.

Multinational Bank: Effectiveness of Okta Platform Services

Here, using a multinational bank customer as an example, we introduced the current state of complex IT environments and the process for modernization. A multinational bank with global operations employs several different solutions, such as checking account balances and credit card loans, and employs thousands of people across its branches in addition to its headquarters. Tens of thousands of people are involved, including contractors, suppliers, and partners, who have employees and whose relationships change according to changes in the environment. Not only do all of these people need access to bank resources, but the organization within the bank is also dynamically changing due to changes in the business environment, which is often quite complex.

Every organization and team has its own set of customers, unique applications, resources, and business processes that naturally demand freedom and flexibility in management. Therefore, the IT team within the bank must flexibly respond to complex environmental changes. Moreover, since they sell bank products through agents and have a network of thousands of agents, they need access to the releases within the bank according to their business processes. Even if it is an agent, the same function that can be done within the bank will be required.

On the other hand, for customers who are digitally oriented, a variety of toolsets are required to provide the functions determined by each product and brand. I'm going to do it. Moreover, customers will have to comply with different laws and regulations in each state, which will add more complexity.

It is difficult for CIOs and IT teams to understand and manage the complex situations faced by banks, partners including agents, and customers. You will understand that you need to control. That's why an identity platform approach will play an important role in comprehensively supporting many use cases.

Taking contractor members as an example, the environment, including the necessary tools such as GitHub and Slack, are assigned by the IT team based on strict policies on login information, and the necessary permissions for construction projects are also provided at the same time. environment would be ideal. In the unlikely event that a contractor member changes jobs to become a full-time employee, you need an environment where policies can automatically update accordingly.

Therefore, Okta uses the "Workflows" platform, which has many systems related to human resources, to enable actions based on identities with the click of a GUI without having to change code. And you can model and store granular and flexible lifecycles and trigger automated actions. Okta's core service, Universal Directory Directories, realizes lifecycle management by setting fine-grained permissions and qualifications for each organization and hierarchy. By defining user information within Directories and automating the necessary flows with Workflows, it is possible to reduce processes and scripting that would otherwise have to be done manually by IT teams.

Okta also has features that help with lifecycle management by distributing business processes across organizations. In a bank with different talents in each business unit, each tenant will have different progress. Of course, there are data restrictions for each region and area, so it is possible to centrally manage tenants within Okta, but it is a complicated and difficult task. By leveraging the ability to define custom administrator roles for each tenant, each department, project group, and contractor can be granted authority to manage their own resources and applications.

As a result, the IT team can maintain a high degree of security and control, but must manage multiple architectures as the platform is built from many use cases. Especially for multinational companies, not only data segmentation, but also data storage locations are limited, so there is no choice but to prepare different tenants for each.

In order to deal with this complex environment, Okta Platform Services, which can support public APIs, can flexibly apply multiple automated systems, allowing developers to automate the configuration required for each tenant. also becomes easier. In addition, it is easy to manage multiple tenants while creating scripts for automation, and new configurations can be applied automatically and instantly when updates are made.

However, to avoid having to write code to access features such as configuration changes, the company plans to offer an environment called a cross-tenant account model. Specifically, it provides management and control visibility, allowing policies to be manually applied to thousands of agents at once from a single screen.

Aviation: Optimal Customer Experiences with Okta

Okta Identity Cloud is a secure identity management environment with unique capabilities to remove complexity through abstraction for CIOs and IT teams in complex enterprises, supporting many use cases. offers. In addition, we have prepared an environment where we can freely approach development departments who want to realize a seamless customer experience that can be a differentiating factor for their company.

Here, we will introduce the appeal of Okta, which can provide the best customer experience, using a global airline as an example. In an industry that requires personalized and engaging experiences for customers who fly around the world, it is important how smoothly the interactions throughout the customer journey can unfold. In addition, since it is a highly regulated industry, it is required to build and maintain trust with customers while complying with all compliances.

Okta Identity Cloud provides the best opportunities for CIOs and CMOs who aim to create such an environment. This platform service enables the development of secure, customized, and extensible access experiences.

The Okta Identity Cloud will enable airlines to create advanced profiling experiences for their customers. For example, you can create new experiences such as seat selection and flight time recommendations based on a customer's profile history, and for customers who want additional security, Okta's optional MFA allows them to book flights. It will be possible to realize a safe environment for storing credit card information, etc.

Marketing teams also need to deliver a coherent and compelling brand presence and story to connect with customers, yet have a consistent look and feel throughout the customer journey every time someone considers a ticket purchase. , and ensuring a branded experience can be a very difficult task. This is because it spans multiple devices and products, different brands, multiple applications, and multiple touchpoints such as registration, consent, and profile management.

With Okta, airline development teams can set a theme for their brand and instantly apply benefits to every touchpoint in their identity stack. And every time your marketing team makes changes or updates to brand assets, you can set up automated workflows to instantly reflect customized information. Your development team doesn't have to write code to navigate to sign-up or logout pages for your brand, and developers don't need to be involved, even if you have multiple devices, products, brands, and powerful applications. The fact that there is nothing is also a big attraction.

Customers want a personalized experience with their own brand, but they must create an environment of trust in terms of data control and privacy. Keeping up with constant customer expectations and regulatory requirements is a difficult and time-consuming task, but the Okta Integration Network enables user-customizable consent forms and privacy protections such as data deletion and retention. It will be possible to support the creation of an environment for

Workflows from Okta will also allow airlines to collect passport information from travelers by providing identity and privacy-centric workflows to customers. A consent form is also provided, and appropriate privacy improvement flows such as data deletion and storage can be established. In addition, by creating an environment where customer identities can be integrated not only in the digital experience but also in other parts of the text app, it is possible to quickly identify the owner of a lost bag, for example, so that customers can It is also possible to contact us before waiting for contact.

The Okta Integration Network enables deeper levels of integration by leveraging different technology stacks and invoking identities for each. By utilizing these services and workflows, we can strongly support the creation of organizations that can build customer-centric business processes, and we will be able to provide a seamless customer experience across all customer processes. That means you can offer your customers more than just peanuts and ginger ale.

Health Insurance Company: Laying the Foundation for Zero Trust Security with 'Devices'

With Okta, you can move beyond security-compromising environments to deliver an end-to-end customer experience in a secure manner. Here, I used the example of a global health insurance company with tens of thousands of employees and millions of customers to highlight the security benefits.

A secure network of specialists and pharmacists is important for insurance companies because of the sensitive information they handle, but they struggle to keep it secure amid ever-changing threats. Further complicating this task is the fact that multiple security vendors are involved and none of them can provide end-to-end security. Therefore, it is necessary to manage multiple systems in order to grasp the security status of the entire organization, and multiple alerts from each solution will be flooded, making it difficult to continue to manage. .

And in an industry that deals with highly sensitive personal information, providing end-to-end security, including not only regulations for working employees, but also related pharmacists, etc., will prevent catastrophic data leaks. meaningfully important. Of course, customers who use insurance companies are also exposed to threats such as account takeovers, and are constantly fighting against evolving threats.

In a Zero Trust world, identity becomes a construct that can be used as the foundation for end-to-end security solutions. Among them, "Devices", which Okta Platform Services plans to provide, has a deep understanding of the endpoint information that users access, and incorporates both managed and unmanaged devices into users to help strengthen security. will be able to For example, if a pharmacist tries to access customer information from an unknown device, authentication can be performed step by step. In addition, if a customer attempts to access their account from a jailbroken device, we can deny authorization, but in an environment where we can appropriately assess risk to provide continuous security throughout the customer's session. becomes necessary. Evolving "Devices" will enable appropriate risk assessment.

The risk engine built into Okta Platform Services can receive signals from multiple vendors, combining signals from EDR, MDM, and G Suite, including device-level information. , by ingesting network-wide signals from external sources into the platform, it is possible to create dynamic risk profiles not only at the time of authentication, but also on an ongoing basis.

However, developing an individual's risk profile is only half of what it takes to achieve continuous authentication. By combining with the Okta Integration Network, it is also possible to restrict actions with limited access functions. By working with external ecosystem vendors, they can act as gateways to block access to legacy applications. Of course, we plan to provide very strong capabilities against data breaches, such as blocking access to sensitive data within the app and terminating entire sessions with security posture changes.

By providing an environment where actions can be automated across all applications using Workflows, it is possible to automate alerts by linking with functions such as ServiceNow that are used for operation management. As integrations to devices and Workflows platform services evolve, it will be possible to deliver an end-to-end security experience from both work activity and identity.

Okta's goal is to give each customer the freedom to choose the best technology for their business through a platform-centric approach. It's about giving you the freedom to connect to It is the customers who rely on Okta that enable Okta to continue to evolve its platform and products, and he concluded the keynote by thanking them for taking Okta to the next level. .