Ping Identity’s eBook emphasizes that customer experience is now central to success in financial services. With most consumers preferring digital banking, institutions must deliver seamless, secure, and personalized experiences to build loyalty and trust. Legacy systems hinder this goal, but Customer Identity and Access Management (CIAM) enables frictionless authentication, consent management, and fraud protection while ensuring compliance with privacy laws. The report notes that over 70% of financial institutions are undergoing CX transformation, with CIAM helping integrate legacy systems, improve agility, and reduce costs, fraud, and data breach risks through automation and Zero Trust practices.

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