Digital engagement shapes the way users and consumers interact with their services, starting with customer identity. The experience is much more than just a way to log in to and gain access to services. In the first few months of 2020, digital channels went from a “nice to have” to a “must have” for countless businesses; for many, digital channels suddenly became the only way to engage with customers. In the rush to implement digital transformation strategies, push innovation at the speed of digital-first business, and meet changing consumer demands, new challenges and consequences emerged: