Forrester: Balancing Security and Customer Experience in Identity Verification

When it comes to digital transactions and agreements, the identity verification process is often the first point of interaction that customers encounter. The key is to design an identity verification process that is customer - friendly without sacrificing security and that is no easy feat.

DocuSign commissioned Forrester Consulting to evaluate the state of identity verification for digital transactions and agreements. We found that, while many organizations today struggle to balance strong security with seamless customer experiences, there is a significant movement towards consolidating modern technology that can potentially provide both.

Key findings:

• Identity verification is getting more complicated. Seventy-nine percent of respondents said the number of digital transactions their organizations must process has increased substantially.
• Sixty-nine percent of respondents say it is very difficult to balance customer experience and security when it comes to identity verification
• Higher-maturity organizations are solving this challenge with modern, integrated and automated verification technology.
• Leaders who achieve the right balance of customer experience and security experience improved customer loyalty, brand reputation, revenue and secure and faster agreement completion.