The eBook explains that user experience is a core IT responsibility directly impacting performance, productivity, and security. Poor UX increases support costs and security risks, while modern IAM improves both security and usability through features like MFA, passwordless login, and self-service recovery. It stresses that good UX builds trust, with friction applied intelligently for high-risk actions. IT teams are urged to start small, use orchestration and analytics to test and refine user journeys, and collaborate across departments. By moving from reactive fixes to proactive identity design, IT becomes a driver of business agility, security, and customer satisfaction.

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