Customer Experience v/s Security

With the advent of data privacy laws and data breaches globally, security is absolutely critical for any product – be it a physical, phygital, or digital product. However, a security overkill might result in a poor customer experience. Customers will always choose to leave for the next competitor if their experience doesn’t add up to their expectations. For companies to be successful, they must provide a stellar experience at various customer touchpoints of the customer journey to gain a competitive advantage. To optimize the customer experience, companies must rely on data analysis to identify customer patterns, trends, and behavior to identify, attract and retain customers.