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Nonprofit CIO seeks Amazon-like experience

Clint Boulton | March 9, 2016
The American Cancer Society is using cloud-based ID management software to allow its millions of members to log into its websites. CIO Jay Ferro says the move will help the organization suggest events and make other recommendations to donors and volunteers.

ID management gets a sharper customer focus

ID management has long enabled employees to log-in into work applications, such as email, human resource portals, enabling CIOs to manage the digital identities of corporate employees. But Gartner analyst Mary Rudder says the type of customer identity access management Gigya provides has become the "front door to your online business," and is now a mainstream business requirement.

"These capabilities can enable you to know your customer and provide a secure, unified and compelling customer experience across all of your channels," Rudder wrote in a December research report.

At ACS, Ferro says he evaluated several products in the market but Gigya "rose to the top," largely because it put the customer at the forefront of its user experience. The company was also transparent about what the product could and couldn't do, and it placed a great emphasis on security.

Ferro, who is building a new CRM system and is redesigning the ACS mobile application and Cancer.org website, says Gigya has become a powerful enabling technology for the organization.

"We think our product, in that we want to end cancer as a world health problem, is super compelling," Ferro says. "But when we can marry it with social, mobile, data, cloud -- I think we can attract and retain donors and constituents with the purpose of raising more money, finding more volunteers, serving more patients, funding more research and hopefully putting ourselves out of business sooner."

 

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