While it might seem counterintuitive to pair Customer Experience and Cybersecurity, the reality is that every customer interaction is also a moment of digital trust. Behind the smooth interfaces and personalized experiences lies a vast ecosystem of security protocols that protect sensitive data and ensure user confidence.
In this blog, we’ll explore how cybersecurity and customer experience aren’t opposites, but partners in delivering secure, intuitive digital journeys. And we’ll ask: Are today’s security measures enhancing customer experience—or quietly compromising it?
Trust: The invisible backbone of customer experience
Today’s customer experiences are deeply intertwined with data. Customers might not think about it every time they engage with a brand, but they are constantly providing information, often sensitive, in exchange for convenience and personalization. Each digital interaction can involve anywhere from a few kilobytes to several megabytes of data, depending on the complexity.
This exchange is made possible by trust:
- Trust that a pharmacy’s digital prescription system keeps health records secure.
- Trust that a bank’s app won’t leak account details
- Trust that when a customer logs into an e-commerce site or marketplace, their identity is verified, their preferences remembered, and their payment details protected.
But trust is not a static asset—it must be earned repeatedly, especially in a landscape shaped by rising cyber threats.
Schneider Electric employs a comprehensive and evolving cybersecurity and data privacy strategy aligned with global regulations such as the EU GDPR and national laws. We are committed to protect our digital landscape and our stakeholders by securing people, assets, applications, data, connectivity and locations.
We have built a resilient cybersecurity core of competencies with clearly defined roles, responsibilities, and accountability. This competency governs cloud, connectivity, identity, access, data management, and endpoint security.
Cyber threats are rising and customers know it
Cybercrime has evolved into a global economic powerhouse. The World Economic Forum ranks it the third largest economy in the world, after U.S. and China. But beyond the staggering financial impact on businesses and governments, the consequences for consumers are deeply personal and immediate.
A study found that 65% of consumers lose trust in an organization after a data breach. Nearly a third say they will never do business with that company again. The fallout is swift: customers cancel accounts, delete apps, and take their business elsewhere. The damage doesn’t stop with those directly affected. News of a breach spreads quickly, eroding the confidence of potential customers and tarnishing the company’s reputation long after the incident.
Balancing customer experience with protection
Too often, CX designers and cybersecurity experts operate in silos. They are brought into the product development process at different stages. Designers at the start, to shape customer flows, and security teams at the end to “harden” the system.
This disconnect leads to experiences that either compromise safety or frustrate users. When cybersecurity is treated as a bolt-on rather than a design principle, it results in burdensome authentication layers, inconsistent trust signals, and vulnerable entry points. likewise, when designers aren’t looped into security decisions early, protective measures can feel intrusive or alien to the brand’s tone.
The best outcomes happen when both disciplines collaborate from the outset—embedding trust into the experience, not layering it on top.
Rethinking friction: Not all barriers are bad
In the world of customer experience, speed and simplicity are often the gold standard. But in cybersecurity, a little friction can be a powerful ally. Not every interaction should be instant—some deserve a moment of pause and verification. The challenge is not eliminating friction but designing it with purpose.
Feeling secure while navigating digital platforms has become an essential part of a positive user experience. Today, users expect features like pop-up verifications and mobile authentication checks—not just as security measures, but as standard. When companies leave these out, users can feel uneasy, questioning whether their devices are properly protected. It highlights the growing need for broader, built-in cybersecurity intelligence that can monitor and manage traffic seamlessly in the background.
Emerging technologies are providing user-friendly security practices across industries:
- Biometric authentication like facial or fingerprint recognition enables secure yet seamless access to devices and services.
- Proactive account monitoring with security checkups and real-time alerts helps users stay informed and protected.
- Behavioral biometrics detect fraud based on user behavior—quietly enhancing security without disrupting the user experience
Trust is the experience
At Schneider Electric, we recognize that delivering exceptional customer experiences goes hand-in-hand with ensuring security and trust. As a global leader in integrated energy management and industrial automation, we are deeply committed to protecting both our systems and the people who rely on them.
That’s why we embed a secure-by-design approach—from product development and manufacturing to commissioning, operations, and maintenance. This commitment extends to our customer and service experiences. We ensure every interaction is built on a foundation of trust, transparency, and resilience.
Our efforts are guided by the principles outlined in our Trust Charter. Security is not just a technical requirement, but it is a core part of the value we deliver to our customers.
Every digital touchpoint should be treated as an opportunity to earn trust—not just once, but again and again. Customer experience and cybersecurity are no longer separate concerns. They are two halves of the same promise:
“We see you. We value you. And we’re protecting you.”
Read more about Schneider Electric’s secure-by-design approach.
Explore Schneider Electric Cybersecurity Solutions.
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