The eBook explains that poor customer experience costs U.S. businesses $856 billion annually, and identity gaps are a major cause. It identifies five CX gaps: disjointed omnichannel access, poor registration processes, fragmented identity systems, one-size-fits-all experiences, and outdated IAM. These issues lead to friction, lost trust, and reduced revenue. Ping Identity recommends modern CIAM solutions with orchestration, adaptive authentication, and personalization to unify user journeys and improve engagement. Modernizing identity removes login barriers, strengthens security, and turns first-time customers into loyal advocates by making access seamless and secure.

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