Trends Report

Improve Physical Security And Customer Experience

S&R Pros Must Develop Five Essential Capabilities In 2017

March 9th, 2017
Merritt Maxim, VP, Research Director
Merritt Maxim VP, Research Director
With contributors:
Stephanie Balaouras , Rick Parrish , Salvatore Schiano , Peggy Dostie

Summary

Every customer interaction plays a vital role in shaping that customer's confidence in your brand. While many businesses have heavily invested in optimizing the digital customer experience (CX), they have overlooked rising customer concerns regarding security of the physical environment. When done poorly, physical security reduces customer trust, which leads to attrition, and it triggers customers' sensitivities to personal privacy. This report examines five capabilities security and risk (S&R) pros can use to secure their business' physical locations without compromising CX.

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