Khoros Podcast Episode 8 CX Journey

CX Confessions | Episode 8


Why identity is a key element of the CX journey

How does digital identity fit into a brand’s customer experience journey? It’s more than just privacy and security, it’s fundamental to knowing who you’re doing business with and their preference. Atri Chatterjee takes us on a deep dive into this question and more.

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Here's what we talked about:

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Anastacia Darby, Director of Strategic Development at Khoros, sit down with Atri Chatterjee, Chief Marketing Officer at ForgeRock, a San Francisco-based access management software company that’s on a mission to create simple and secure identity experiences. With more than three decades of experience in marketing at several different tech companies ranging in size from start-ups to well-established enterprises, Atri has plenty of wisdom to share on digital identity, key CX trends, and more.

Join us as we discuss:

  • Why digital identity is a key component of CX today

  • The consumerization of IT

  • How digital transformation has brought both security and CX to the forefront

  • The cost of poor CX to enterprises

  • Why Atri and his team are aiming to create frictionless, “passwordless” environments in the future

    Khoros Podcast Episode 8 CX Journey

    Meet Atri, 

    CMO, ForgeRock

    Atri has more than 30 years of experience in marketing at a variety of technology companies from start-ups to large well established companies. He most recently ran his own consulting company, helping clients develop and implement their go-to-market plans. Before that he was CMO of leading cloud security company, Zscaler where he rebuilt its marketing team, developed and executed their go-to-market strategy and helped the company prepare for its IPO in early 2018. His experience also includes leading marketing and business units at enterprise security companies such as Symantec and Secure Computing (acquired by McAfee) and marketing technology companies such as Act-On Software and Responsys (acquired by Oracle) where he was on the founding team.

    Identity is fundamental to knowing who that person is, even when you're transacting with them or you're doing business with them. You want to know who they are and if you know who they are, you know what their preferences are, and you can give them a better experience. So in some sense, identity plays a really important role in the customer experience and customer relationship management.

    — Atri Chatterjee

    ...40% of all helpdesk costs were due to the forgotten password and password reset process. So if you think about the fact that probably the largest expense that they incurred was their helpdesk, when they basically improved that, they saw a 40% reduction in those helpdesk costs.

    — Atri Chatterjee

    In the security parlance, we have an interesting term that says, ‘identity is the new perimeter.’ You have to protect each person individually. You can't just put someone behind a corporate network and say they're protected.

    — Atri Chatterjee

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