Customer Identity Verification for Brand Loyalty: Key Findings
Ninety-eight percent of customer experience leaders say their organizations have faced consequences from poor CX, including lost customers and reduced engagement.
That’s according to a global survey of 484 decision-makers conducted by Forrester Consulting on behalf of CSG.
In a separate 2025 survey by PwC, 29% of consumers said they stopped buying from a brand because of a poor customer experience, either online or in person.
What do these data points show?
Brands that don’t provide a seamless, secure experience risk losing more than engagement. Retention and revenue are on the line, too.
Rebecca Grimes is the CRO of SheerID, an identity verification and audience data platform.
In an exclusive interview with DesignRush, Grimes shares her insights on the key factors that brands need to focus on to avoid these pitfalls.
In this exclusive DesignRush interview, Grimes explains how brands can transform customer acquisition, engagement, and loyalty through verified identity and data-driven solutions.
Who is Rebecca Grimes?
Rebecca Grimes is a Full Lifecycle CRO at SheerID, a growth advisor, and a passionate advocate for community. With a background in journalism, she transitioned into marketing, sales, and revenue operations, where she now leads customer lifecycle management at SheerID. Grimes has a track record of driving scalable revenue growth and building successful GTM strategies.
Scalability is Key: Why It Should Be at the Top of Your Checklist
Grimes highlights that when brands adopt SheerID’s platform, they focus on three priorities:
"Our brands are focused on growth, offer protection, and improving their customers’ experience," she says.
One of the critical factors when evaluating a platform, according to Grimes, is scalability.
"At the end of the day, brands are looking to grow their customer base in a smart and measurable way.
They turn to SheerID to engage with high-value audiences and secure rich, reliable permission-based data," Grimes says.
SheerID’s platform is built to scale with businesses as they grow, ensuring that their verification processes can expand without sacrificing security or efficiency.
Create Unified Customer Journeys with Seamless Integration
SheerID's platform is designed to integrate seamlessly into the customer journey.
"Many studies show that friction in the customer journey leads to drop-offs, lost sales, and poor brand perception," Grimes says.
“Our platform is designed to be both secure and seamless, and, importantly, it doesn’t disrupt the consumer flow by redirecting users off-site for verification."
By removing unnecessary friction during the verification process, SheerID enhances customer trust and improves the overall customer experience.
Protect Offers and Drive Engagement Through Real-Time Verification
Fraud prevention is a critical concern when offering exclusive promotions.
"Businesses lose about 5% of their annual revenue to fraud. Bad actors are everywhere, and if you’re providing special offers to specific audiences, you need an accurate, scalable audience data platform that can tackle offer abuse," Grimes says.
SheerID uses AI to provide real-time verification, which saves its clients millions annually.
“We’ve invested heavily in offer protection, using AI strategically to unlock new ways to quickly and accurately verify audiences through our platform, saving customers $300 million annually," Grimes says.
This approach ensures brands can safeguard their offers without negatively impacting the customer experience.
Build Lasting Loyalty with Verified Customer Data
Grimes shares a standout example of SheerID’s success with NBCUniversal’s Peacock.
"Peacock leveraged SheerID to launch an exclusive student offer to build loyalty with the next generation of viewers, and it quickly exceeded expectations,” Grimes says.
The platform allowed Peacock to verify over 760,000 eligible students, which helped the company achieve a 73% conversion rate.
“The verified data collected allowed Peacock to deepen customer relationships beyond the initial acquisition, fostering true, lasting loyalty rather than one-time transactional gains,” she adds.
Peacock’s targeted campaigns also helped them connect with military personnel, educators, first responders, and healthcare professionals, driving even stronger engagement.
Track Customer Behavior to Enhance Retention and Engagement
SheerID’s focus on tracking customer behavior is key to building long-term relationships.
"We reduced churn to 2%. I guess that says it all, no need to add more," Grimes says.
SheerID uses product usage data to reorganize customer support and success teams. By focusing on post-onboarding success, SheerID helps clients drive long-term customer retention.
"Post-onboarding success matters as much as pre-sale support," Grimes says.
Adaptability: From Startups to Enterprises, Ensure Your Platform Scales
Grimes explains how SheerID has evolved over the years to meet the needs of both startups and enterprise-level organizations.
"Over the past year, SheerID has evolved from a single verification solution into a complete Audience Data Platform (ADP) purpose-built for enterprise needs,"Grimes says.
This shift allows SheerID to provide end-to-end control over customer data, enabling large organizations to connect seamlessly with diverse consumer audiences.
"We also introduced a new suite of innovations in our ADP that use AI to help brands give tailored offers to customers while detecting and fighting fraud in real time," she adds.
Building Trust and Engagement Through Seamless Verification
SheerID’s platform helps brands create meaningful, long-term relationships with customers through verified identity.
"Instead of focusing on verification as a transactional step, we emphasize how our platform transforms verified identity into a foundation for lasting loyalty, smarter offers and promotions, and sustainable growth," Grimes says.
By helping brands activate permissioned data in a privacy-forward way, SheerID fosters direct, trusted relationships that lead to measurable lifetime value.
Looking for a growth-focused partner to implement or scale your customer identity verification tools?
Visit our top customer support agencies on DesignRush.
