Who owns customer identity?

When I’m talking with prospective clients, I like to ask: which department owns customer identity? Everyone immediately looks towards a different team. While every team touches customer identity at some point, the teams that own it differ from organization to organization. From my experience, customer identity often doesn’t have a single owner because it’s critical across the business. This lack of clear ownership, however, makes it hard for organizations to get consensus. When organizations focus … More →

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