Is it time to say “goodbye” to usernames & passwords?

Is it time to say “goodbye” to usernames & passwords?

Is it time to say “goodbye” to usernames & passwords?


Promoted by Auth0

The year 2020 will undoubtedly be looked back on as the year that digitization took a giant step forwards — not because it was the natural order of things, but because circumstances conspired to make it so. The touchpoint for many brands stopped being a young, smiling receptionist or gatekeeper; instead, it became a login screen.


Ever since the early days of the internet, registering and logging into online services has presented an impediment to the customer experience (CX). And for the organization behind the login screen, it’s security that is of concern. Authenticating online creates a clash between CX and cybersecurity, with the comprise position between the two still a difficult balance to maintain.


Customer experience


In today’s competitive marketplace, where an alternative is available with just another centimeter of scrolling down a Google search results page, a “good” customer experience just doesn’t make the grade. And because touchpoints are now often online, issues like forgotten usernames and passwords are certainly not uncommon. Everyone knows too well the rigmarole of the different stages of a password reset or a username reminder: a trail of failed attempts, re-entering information, waiting for an email, going through spam folders, hitting “Get Mail” ten times a minute. It’s during those tired processes that many customers think, “Maybe I will scroll an extra centimeter down the Google search return page.”


A fine example of this is an energy company. Most users don’t log in often, perhaps just to pay or check a bill once every few months. The chances of remembering a complex password are slim, so the password reminder/reset is an annoying part of a process that shoul ..

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