Mistaken Identity

Okta
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  • BUSINESS
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In a world where meeting your customers face-to-face is no longer the norm, businesses are faced with a new challenge: how to build meaningful relationships with their customers in the digital age, without really knowing who they are? It is possible. Enter, “Mistaken Identity”, a podcast that helps you look at your customers’ modern digital identities in a whole new way so you can protect and delight them by creating amazing, secure customer experiences. Together with experienced product leaders, we’ll debunk myths, misperceptions and share actionable ways to leverage identity knowledge toward building better products and experiences. So whether you’re a product manager, digital marketer or entrepreneur, join us for “Mistaken Identity: Unexpected Lessons for Building Great Products Customers Love”. Brought to you by Okta, the World’s Identity Company.

  1. 12/27/2023

    Crack the Code with Passkeys, with Andrew Shikiar, Executive Director and CMO of the FIDO Alliance

    Matt interviews Andrew Shikiar, Executive Director and CMO of the FIDO Alliance. The FIDO Alliance is a non-profit association focused on eliminating the world’s dependence on passwords by driving the adoption of open standards for simpler, stronger user authentication. Today Matt and Andrew discuss the future of authentication as we shift to passkeys. Learn why they’re an improvement from the past, and why authentication is a business imperative.  Video quote: “Authentication is not just a security imperative. In fact, it's more and more a business imperative, right? So when we talk about bottom line and top line, it really hits both areas because authentication should be a competitive advantage.” Key Quotes:“The fact of the matter is, passwords remain a threat to the integrity of the network economy itself. We need to move beyond those and that's what FIDO is doing in conjunction with all of our partners in the broader ecosystem.” “When we look at FIDO authentication and we look at our very audacious goal of replacing passwords with passkeys, we need to consider those advantages that they have and make sure that we're delivering the same thing with FIDO and with passkeys.” “Pass keys now are, I would say, the most elegant, seamless solution. The best way to actually get people in a truly passwordless form of authentication that's not dependent on any sort of knowledge based credentialing or any fishable methodology. So more and more, we're seeing a very rapid adoption of passkeys, because they're so integrated into the devices and operating systems that we use on a daily basis.”  “I think two key metrics are: time to sign in and sign in success rate. Especially when compared to legacy 2FA. So, passwords plus something like SMS OTP and SMS OTP has its own flaws, but it's certainly better than a password alone. But when compared to that, we've seen companies find upwards of a 25 percent improvement of sign in success rate and over 75 percent time in reduction to sign in. Those are massive changes. Google reported four times improvement in sign in success rate versus passwords at half the sign in time.” “Authentication is not just a security imperative. In fact, it's more and more a business imperative, right? So when we talk about bottom line and top line, it really hits both areas because authentication should be a competitive advantage.  Authentication is a massive competitive disadvantage. “ “I think consumers will associate a good authentication experience with a brand that's modern, that's cutting edge, that cares about them. These are all attributes that I think I would want to have someone think about me, not old fashioned, stodgy, stuck in the past, difficult to work with.” Time stamps: 00:52 - What’s your identity? 03:50 - Why passwords suck 05:36 - The evolution of passwordless technology 07:14 - All about passkeys 17:47 - Marketing outcomes of passkeys 20:32 - Passkeys are a competitive advantage 28:52 - Future-thinking 35:09 - Quick hits Links:Learn more about FIDO Alliance Follow Andrew on LinkedIn Follow Matt on LinkedIn More about Okta   Subscribe: On Apple Podcast On Spotify

    37 min

  2. 11/27/2023

    Customer Experience is the New Marketing Currency, with Sophie Crosby, Co-Founder of Paso Consulting

    Matt interviews Sophie Crosby, Co-Founder of Paso Consulting, Former CMO at Ticketmaster, SVP of product at Salesforce, and VP of eCommerce at LiveNation. Paso Consulting, her current venture, builds and guides teams with marketing, insight and data expertise to improve customer experience and drive growth. Sophie describes the possibilities of emerging technology, the power of progressive profiling, and how to establish trust as part of a modern marketing tactic. --------- Key Quotes:“A lot of people don't like change, and software and bringing in new technology is often about change. And it's often about changing people's roles quite radically, sometimes in an extraordinary way.” “Marketing, for example, has changed arguably more in the last three years than it has in the previous 30. I'm frankly overwhelmed by the balkanization of communities and channels and platforms, you know, um, uh, what many marketers as well have relied on over the last decade, which is really third party cookies. And, you know, having to be able to stitch together data or at least understand audiences in a way that really makes large scale advertising spend much more efficiently. That's all going to go away. It's pretty terrifying right now. Customer acquisition costs are going through the roof. Everybody's being told AI is going to steal their job. So, why am I passionate about this? Because I know it's going to affect everything.” “You enable this progressive profiling. I think that's a really important part of the marketers arsenal moving forward to start to really get deeper because as you start to look at the data processing capabilities that are now much more  available to marketers, not all companies, not all IT departments are making that available to marketers, but whether it's Databricks or Snowflake or Salesforce Data Cloud, the ability to actually store quite deep, resonant, important information, you know, whether it's a star scheme or how you do it about each customer, and then to be able to really serve them,  that's going to be super important, super important moving forward.” “I think marketers are struggling with an enormous amount of information. Um, and often in frustration over the last 10, 15 years, they've gone off and they've got their own technology… It’s that data and all the other data from all the other platforms. That's what the marketer is desperate for. And yet they're really dependent on data engineers and data quality and data architects and teams that they don't have  who are quite rightly busy doing lots of other incredibly important things for the business. And so there's a real frustration there.” “For quite a few years, I was going, everybody wants personalization. Everyone wants personalization. It's like, well, I do, but only when I want it. So there's an interesting thing here… being able to manage that balance, I think of privacy and personal is really important, but that friction thing. And it's trust, isn't it? And so allowing marketers to build trust with progressive profiling and showing that there is a relevancy and a timeliness.” -------- Time stamps:00:40 - What’s Your Identity? 09:16 - Building a really great product 13:25 - Taking advantage of new technology 23:39 - Avoiding data overload 35:59 - Personalization in the age of identity sprawl 44:29 - Quick hits --------- Links:Follow Sophie on LinkedIn Follow Matt on LinkedIn More about Okta SUBSCRIBE: On Apple Podcast On Spotify

    44 min

  3. 11/13/2023

    Using AI Pragmatically, with Randy Mercer, Chief Product Officer at 1WorldSync

    Matt interviews Randy Mercer, Chief Product Officer at 1WorldSync. 1WorldSync is the leader in product content orchestration: they simplify the creation and distribution of impactful content that’s accurate, consistent and relevant everywhere commerce happens. Randy talks about using AI to power seamless, quick, and safe online interactions while maintaining transparency with your customers. --------- Key Quotes:“When you look at the aspects of keeping content current, that's really innate to what we've done as a business for many years in taking content from a brand and moving it to a retailer or distributor that needs it to run their business. And what we learned is that a lot of brands are challenged with that. They don't have some of the content or they're just not very good at managing it in such a way that it is kept fresh, accurate, complete as related to what the retailers and distributors are looking for. So, long ago, we started adding solutions to our portfolio that were very much aimed at helping the brands fill those deficiencies in terms of content creation and content management and then ultimately distribution.” “One of the things that we continue to evolve and refine is our understanding of the demographics that, number one, that content is going to serve. But then, number two, the personas and the demographics of the folks that interact with that content in a couple of different contexts. And one of them is really that consumer interaction.  When we look at the solutions that we have that produce that content that really are going to be consumer facing and empower a digital experience, we have a number of sets of analytics that relate to different areas of that content that are all intended to understand,  what is the interaction rate of the consumer?” “That's where we're finding more applications for AI: just in that reconciliation and that cross checking and the QA exercises that go along with it.  So for us you don't necessarily see it and it's not that exciting to talk about but that's where we're going to get more value out of it.  And give more value to our customers.” “It's a direct interaction with the consumer, but you don't need to know very much about that guy, right? How do you make it as easy as possible for that guy to write a review, yet still understand enough about who that person is that you can do some sentiment analysis later that's going to be helpful from a demographic perspective? Those are just two varying ends of the scale in terms of how we have to think about how much or how deep we're learning about that consumer and the implications of that. And where we can just not have to go that deep and, uh, and make it a little bit easier. And as you mentioned, just frictionless for the, for the consumer.” “As we've started to add some of these more consumer facing, uh, elements to our portfolio, it's really forced us to step back and just go all the way to the beginning and think about how can we do all of that in a different way, knowing that eventually the consumer is impacted, right? So it's just forced us to be much more consumer centric about how we think about the whole process, you know, and what, and that process we call product content orchestration, right?” “Today I spend just a ton of my time with some of those enterprise level customers on both sides of the fence, both manufacturer and retail. And that's what I'm there to learn is, what should I be doing to service them a little bit better and just make their lives easier, which is ultimately what I'm here for.” —--- Time stamps:00:52 - About 1WorldSync 03:27 - How to build a great digital strategy 06:19 - Building up customer profiles 07:56 - Finding applications for AI 19:46 - Maintaining a user-centric approach 21:43 - Driving innovation 23:46 - Recent tech trends 33:58 - How to drive conversions 35:27 - Quick hits --------- Links:Learn more about 1WorldSync Follow Matt on LinkedIn More about Okta Subscribe On Apple Podcasts Subscribe On Spotify

    40 min

  4. 10/30/2023

    Bonus Episode: Innovating for the Future

    Throughout this season, we’ve had the chance to hear from some of the best and brightest minds in product management. We’ve learned how big-name companies secure digital identities, protect their customers, and retain business. But one theme has shone throughout these conversations: our industry’s innovation is just beginning. As we look towards the future of identity management, it’s important to understand and consider what’s coming next. Let’s take a moment to look back on what our guests have had to say about how they are innovating for the future.  --------- Video quote: MATT: Welcome to Mistaken Identity. I’m your host, Matt Duench. Throughout this season, we’ve had the chance to hear from some of the best and brightest minds in product management. We’ve learned how big-name companies secure digital identities, protect their customers, and retain business. But one theme has really stuck out to me throughout these conversations: our industry’s innovation is just beginning. As we look towards the future of identity management, it’s important to understand and consider what’s coming next.  Let’s take a moment to look back on what our guests have had to say about how THEY are INNOVATING FOR THE FUTURE.  -------- Time stamps:00:39 - John Gannon, co-founder of Venture5 Media 03:36 - Marla Hay, VP, Product Management at Salesforce 11:30 - Shiv Ramji, President of Customer Identity Cloud at Okta 15:59 - Trisha Price, Chief Product Officer at Pendo 20:19 - Dan Schiappa, Chief Product Officer at Arctic Wolf,  23:38 - Arun Mohan, Head of Product at Credit Karma 29:58 - Geordie McClelland, Head of Digital Strategy at Delve 33:01 - Closing thoughts --------- Links: Follow Matt on LinkedIn More about Okta Subscribe to the Podcast: On Apple PodcastOn Spotify

    33 min

  5. 10/02/2023

    In a Tech Field, Stay People-Focused

    Matt interviews Geordie McClelland, Head of Digital Strategy at Delve. Delve is a product innovation firm that brings ideas to market, guiding clients to deliver faster and more sustainable success.  Geordie explains the importance of staying user-focused in a tech-driven field. With a rapidly growing technology ecosystem, he says we need to serve users with smooth, secure digital experiences. One of the biggest challenges to that is slowing down users so they consider security and digital safety when moving through the online world.  Key Quotes:“The focus still is always the people. Technology is gonna change and evolve and grow, but people's needs stay pretty similar and we’re always trying to figure out the best ways to leverage that. Those technological advances and service of people is just really exciting and intriguing to me.” “People's most likely response when faced with any product experience is to do nothing, or to take the easiest path. You need to be aware of what that threshold for security is gonna be…  a lot of it gets into user testing. Because at the end of the day, if it's not something that people are going to use in an easy, intuitive way, they're gonna find workarounds and that really becomes a security challenge.” “You need to design with an understanding that people's most likely response is to not do anything. And I love and respect people! It's why I got into this business. But also part of loving and respecting people is an acknowledgement that we all have some failures. And one of our failures is inertia. You need to acknowledge that you need to design around that.” “Stop people for even just a moment to reconsider what action they might take or hopefully not take in that scenario. Being more purposeful about talking about why security matters in certain places. And it can't be the five pages of terms and conditions, but just well-written UX copy that gives people the right information that they need, makes 'em feel confident in the decisions that they're about to take.” “From a user perspective, if you think about some of the challenges with facial recognition and how that doesn't track consistently across races. If you were to build something people first, it would act very differently. That means that marginalized communities may be further marginalized and we need to be conscious of that and understand what the implications are for that.” Time stamps:01:05 - Geordie’s role at Delve 04:35 - Building products with critical security measures 11:00 - Making products user-centric 15:10 - Challenges of digital-first experiences 21:25 - How to build a good product experience 35:05 - How Geordie views innovation 37:10 - Future-thinking 44:26 - Quick hits Links:Follow Geordie on LinkedIn Follow Matt on LinkedIn More about Okta SUBSCRIBE: On Apple Podcast On Spotify

    45 min

  6. 09/18/2023

    In Product Management, The Product's Never Finished

    In product management, it’s easy to feel like your product is never finished. Arun Mohan, Director of Product at Credit Karma, describes the constant process of moving products forward. Matt also asks Arun about driving innovation, building the right work culture, and how to embrace the quick and constant improvement of the product world.  Arun has spent most of his eight years at Credit Karma building the home and mortgage business from scratch. He’s a people-first product leader who thrives on building and inspiring cross-functional teams to create impactful products. --------- Key Quotes:“I think from a mindset point of view, know that there is no finished product and it is actually the continuous process of improving your product, that is the art. And I think embracing that and appreciating that is half the battle, I think, to have the right culture within the team.” “Pick one problem and really go deep and really try to give it your best shot and focus all your energy towards that. That is one key element to building, to reducing the time to successful product.” “You can always make a product better. So you have to keep enjoying that process of continuously improving your product. That is product management. And I think you can ask any PM like, do you like your product? And most of them will say, not really. It could be better. Right? And it never ends.” “Make sure you have an outcome oriented culture and not a milestone oriented culture. I think it's gonna be really important. And this is where the role of the PM comes in. Your ability to set the context of what's the North star, what's the ultimate outcome we're driving towards, break it down into chunks and have specific outcomes for each of those chunks. And then how we get there is a team sport. Creating that sandbox for the team and setting the right outcome structure and learning structure is the PM's job.” --------- Time stamps:00:53 What Credit Karma does 03:44 Building successful products 06:45 What does a good MVP look like? 15:23 Balancing security and user experience 20:51 Build vs. Buy 26:02 Driving incentives across teams 31:33 Future thinking 38:01 Quick hits --------- Links:Follow Arun on LinkedIn Follow Matt on LinkedIn More about Okta Subscribe On Apple Podcast Subscribe On Spotify

    44 min

  7. 09/05/2023

    Beyond Passwords: Leveraging Identity Insight to Create Secure Experiences

    In this episode of Mistaken Identity, Matt interviews Dan Schiappa, Chief Product Officer at Arctic Wolf. At Arctic Wolf, Dan works to increase the effectiveness of the cybersecurity industry through security operations.  Today, Dan explains why identity is more important now than ever, and how security experts need to think ahead to solve problems in our constantly changing tech landscape. He also talks about using AI to sort data, fight bad actors, and prepare for a more challenging security future. Key Quotes:“For us in security, sometimes we get lost in thinking about where security is gonna be in the future instead of just thinking about where it and general society is gonna be in the future. And then how we build security mechanisms to protect that. The two key things are to solve a problem for your customer and also be out there looking for problems that they don't know they have yet.” “Identity is important now, if not more important than it ever has been. It's always been a big aspect of security. We used it for our authentication and access control and things of that nature, but now we can ascertain so much valuable information from the user for attacking things like insider threat for compromised credentials, and being able to enable things that help security, like zero trust.” “One of the things that really needs to happen is education of the end user. Saying 'Hey, you should have multi factor authentication turned on. And you should know that if you get a prompt that says you're trying to authenticate and it's not you, don’t hit Yes just to make the prompt go away.” “I’ll just take every bit of data I can get. And the problem is you get what I call data drunk. You just have so much data. You really can't make any sense out of it. And AI is not only great at detecting things, it's smart at telling you what you don't need as well. And so you can really focus on collecting the data that's important, that will help drive those models and help drive those detections.” “Real security is using multiple elements to drive an authentication, not just a fingerprint, but you start to factor in a whole bunch of different pieces of intelligence to know that it's indeed the right user. That's where passwordless will get real. Right now it is mostly convenience factors. We still have work to do to get rid of those passwords.” “I think in this ever-changing landscape, [security] just seems to be getting harder every year. Not easier. And I think the good news is for the most part, the defensive companies are keeping up. But it’s harder and harder to keep up because the adversaries are getting smarter and smarter. And generative AI and other AI methods at the hands of mal-intended people is just gonna make the landscape even harder.” Time stamps:00:43 -  What’s your identity? 03:05 - Keeping customers at the center 08:50 - Why identity is important right now 18:40 - Leveraging AI for protections 26:05 - Build vs. buy 33:40 - Future Thinking 41:05 - Quick hits Links:Follow Dan on LinkedIn Follow Matt on LinkedIn More about Okta Subscribe On Apple Podcast   On Spotify

    44 min

  8. 08/18/2023

    Embracing the Product-Led Movement

    In this episode of Mistaken Identity, Matt interviews Trisha Price, Chief Product Officer at Pendo. Pendo is a comprehensive product experience platform that helps companies integrate product intelligence into their organizations. Trisha explains how the product-led movement helps us perfect the user experience, as well as how experimentation can help us remove customer friction. She describes pursuing constant improvement and constant experimentation to achieve the best outcomes for Pendo’s customers.

    50 min
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In a world where meeting your customers face-to-face is no longer the norm, businesses are faced with a new challenge: how to build meaningful relationships with their customers in the digital age, without really knowing who they are? It is possible. Enter, “Mistaken Identity”, a podcast that helps you look at your customers’ modern digital identities in a whole new way so you can protect and delight them by creating amazing, secure customer experiences. Together with experienced product leaders, we’ll debunk myths, misperceptions and share actionable ways to leverage identity knowledge toward building better products and experiences. So whether you’re a product manager, digital marketer or entrepreneur, join us for “Mistaken Identity: Unexpected Lessons for Building Great Products Customers Love”. Brought to you by Okta, the World’s Identity Company.

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  • Creator
    Okta
  • Years Active
    2K
  • Episodes
    14
  • Rating
    Clean
  • Copyright
    © Okta
  • Show Website
    Mistaken Identity