Our Customer Experience Lead, Natalie McCoy, is passionate about her subject... as she explained to the BSIA Connect Magazine in January 2025. Here's what she had to say
Those whose paths I have crossed would understand that I shout about the customer experience (CX) at all and any opportunity, those who have not please indulge me for a
short while. With over 20 years of experience in customer-facing roles, primarily within the
travel and banking industries, I’ve had the privilege of witnessing firsthand how customer
experience can transform a business and might I be bold enough to say, any business.
In my roles in both front-line and management positions, I’ve learned that exceptional CX
isn’t just a function or about solving problems; it’s about creating lasting, positive
impressions at every touchpoint and building that into a business culture and strategy at its
core.
I have a long held belief that customer experience should be at the core of any successful enterprise. This emotional connection we build with customers is what drives loyalty,
satisfaction, and ultimately, growth and advocacy. This belief is what led me to the security
industry in 2020, in the midst of a global pandemic. While this timing posed its challenges, it
also presented a unique opportunity to observe and analyse how businesses adapted to
changing customer expectations in a remote world, this of course starting with my new role
with Fenix Monitoring.
At Fenix, this ethos was at the heart of everything they were doing already but growth was
testing those foundations. We believe that customer experience is not just a function but a
core value and not something we outsource to a department or specialist; it’s embedded in
the way we work, from leadership to every team member. The Fenix ethos is built around the
idea that every interaction, whether internal or external, contributes to the overall customer
experience, and this is why I was asked to join the Fenix team. I was given a mandate of
building a scalable CX infrastructure for continuing and managing the delivery of this cultural
priority, in what was and still is a fast growing environment.
Customer experience (CX) is a term we hear a lot in modern business, but what does it
really mean? And why is it so crucial today? I correct myself Customer service is what I hear
a lot of.
The distinction between customer service and customer experience is often overlooked, yet
it’s essential when attempting to understand how to cultivate loyalty and satisfaction in your
customer base. Customer service primarily focuses on resolving issues or providing support,
while customer experience encompasses the entire journey a customer has with your
brand—from the first interaction to the last. It’s about creating a cohesive, emotionally
engaging journey for the customer at every touchpoint, easy right?
In recent times as industries, culture and technology changes so does the needs and wants
of the customer, CX has evolved. In the past, customers were mainly interested in the product or service being sold, they were happy when they got what they asked for and a
please, thank you, general manners and timekeeping constituted a good customer
experience, of course this is still true, however today, they want to know more about your
business—how you operate, what your values are, and whether your values align with their
own. This shift means businesses must view themselves as being in the “business of
feelings.” It’s not just about providing a service; it’s about how you make people feel
throughout their entire experience with your brand.
Many companies fail to realise that customer experience is not just something you can
outsource to a department or role. It’s something that must be ingrained into the company
culture, driven by leadership, and demonstrated by every member of the team, every day.
This holistic, customer-first mindset will lead to higher customer loyalty, stronger retention,
and ultimately improved business performance.
In 2020, I transitioned into the security industry, I saw an industry that, in many cases,
viewed customers as statistics or functions. While the security sector is essential to our
safety, many businesses in this space seem to treat customers as transactions—focusing on
the service provided rather than the experience delivered. This transactional mindset, which
prioritises efficiency over emotional connection, fails to recognise the importance of building
a relationship with customers.
It’s easy to get caught up in a numbers-driven approach, but we must remember that
customers are human. They seek more than just a service—they want to feel understood
and valued. My time in the travel and banking industries had taught me this, and I was eager
to bring this mindset into the security industry. During the pandemic, when many businesses
couldn’t meet customers face-to-face, I saw an opportunity to rethink how we deliver
exceptional CX through digital communication and remote interactions.
The truth is that CX isn’t a role, a department, or a quick fix. It’s a culture—a philosophy that
must be embraced by everyone, from the top down. Leadership sets the example by
prioritising CX and empowering their teams to do the same. CX is not something that can be
easily quantified with immediate ROI, but over time, the results are undeniable: improved
loyalty, higher retention, and better overall performance. When CX becomes embedded into
the company culture, it transforms the way business is done and sets the foundation for
long-term success.
At Fenix, we understand that CX isn’t just about selling a product or service. It’s about selling
an experience. That’s why we are committed to ensuring that every part of our business,
from our leadership to our operators, embraces and contributes to an outstanding customer
experience. This commitment sets us apart in the security industry and helps us build long-
term relationships with our customers. It's not easy, it needs constant tending and mistakes
will always happen.
One of the key factors in improving customer experience is finding the right balance between
automation and human interaction. At Fenix, we recognise that some customers prefer the
convenience of automation—whether it’s through email alerts, system notifications, or automated responses. Automation can help streamline processes, improve efficiency, and
provide customers with quick answers and updates.
However, we also understand that not all customers feel comfortable with automation. Some
customers prefer human interaction and appreciate the empathy, understanding, and
personal connection that a live person can provide. This is why we listen to our customers
and adapt to their needs. Whether it's through automation or a more personal touch, we
ensure that the experience is tailored to each customer's preference.
The balance between automation and human interaction is a crucial part of our CX strategy.
We understand that the key to providing exceptional service is flexibility—the ability to meet
customers where they are and deliver the experience they prefer. This customer-centric
approach not only helps to improve satisfaction but also builds trust and loyalty over time.
As technology continues to advance, one of the most transformative tools for enhancing
customer experience is Artificial Intelligence (AI). At Fenix, we see the immense potential of
AI to improve how we interact with our customers and deliver more personalised, efficient,
and meaningful experiences. However, we don’t view AI as a replacement for human
connection; rather, we see it as a tool that works alongside our team to enhance the
customer experience and improve operational efficiency.
While our system automations and AI tools help to streamline processes, they also enhance
the ability of our team members to deliver better customer service by providing them with
valuable insights. In turn, this allows us to resolve issues quickly, improve decision-making,
and optimise the overall customer journey.
However, it’s important to note that while AI can greatly enhance customer experience, it
shouldn’t replace human connection. It should work alongside human expertise, helping to
augment and improve the personal interactions that are at the heart of great CX.
While the security industry has its unique set of challenges, it can still benefit from the wealth
of knowledge in other industries, particularly those like travel and banking, where customer
experience has been a focus for decades. These industries have spent years developing
strategies to deliver exceptional customer experiences, and there is much we can learn from
their successes (and mistakes).
Rather than solely focusing on attracting talent within the security sector, it’s time we look
beyond our own industry. We should tap into the vast pool of professionals in sectors like
travel, banking, and others that prioritise CX. These individuals bring fresh ideas and
perspectives that can significantly improve customer experience in the security industry. It’s
also crucial to recognise and celebrate the CX talent already present within our
organisations. By valuing and empowering these individuals, we can build a stronger
customer-centric culture.
The key to improving CX in the security sector is to embrace innovation, diversity, and cross-
industry knowledge. By welcoming fresh ideas and fostering a culture of continuous
improvement, we can deliver a customer experience that exceeds expectations and drives
business growth.
I want to issue a challenge to all of us: Think about customer experience not just as a
department, but as an integral part of your operations. Ask yourself: Does your business
truly understand the importance of CX, and do they know how to create exceptional
experiences for your customers?
Customer experience isn’t a one-off initiative—it’s an ongoing commitment. It’s about
creating a culture where every employee is dedicated to delivering great experiences, no
matter what their role. By instilling this mindset across your organisation, you can drive
customer loyalty, improve retention, and ultimately achieve long-term success.
At Fenix, we don’t just talk about customer experience—we live it every day. So, let’s take
action. Let’s make customer experience the priority it deserves to be. By doing so, we will
not only meet the evolving expectations of our customers but also help elevate our industry
to new heights. The opportunity to improve CX is in our hands—it’s time to seize it.
As someone who is passionate about advocating for CX, I’ve made it my mission to highlight
the importance of integrating CX into every aspect of a business. It’s not just a department or
a set of tasks to tick off; it’s a mindset—a cultural shift that has the power to transform both
your customers' experiences and your business's long-term success.
Contact us to find out how Fenix Monitoring can improve your experience of being a Monitoring Station customer
