#121 Transforming the human experience of security with Peter Evans

Let's talk Transformation : The business leaders podcast

"The vision is creating a world where great experiences and safety work together"

Peter and I discuss the possibilities of creating a different, smoother approach that seamlessly integrates AI solutions without compromising the convenience and comfort of the user. The exponential speed of tech is disruptive, so a people-first approach is essential to provide a tech solution that does not cause any unnatural change to behaviour or the way we live and does not interrupt the flow of the day.

We explore a more focused market approach, where solutions are tailored to meet the specific demands of users, especially in a post-COVID world where hybrid work models are becoming the norm, and hitting the crucial balance of enhancing security measures without sacrificing user convenience. We need to challenge outdated protocols in schools and airports by advocating for a seamless, human-centric approach.

Our conversation also highlights the importance of aligning marketing strategies with customer expectations and adapting training materials to meet generational shifts. By putting the customer first, especially during economic downturns, companies can successfully navigate challenges and emerge stronger. Companies must also be willing to disrupt themselves so as not to be out-innovated by others who build loyalty along the way - different generations have different requirements, habits and expectations.

Peter generously shares his insights from leading high growth technology businesses and digital transformation initiatives, particularly into how AI is not just modernizing security but transforming it into an experience that aligns with the expectations of today’s world.

The main insights you'll get from this episode are :

- Physical security technology lags behind other technologies; Xtract One as a leading AI-powered tech company is bringing the physical into the digital to create a transparent, frictionless, non-invasive experience.

- The exponential speed of tech is disruptive, so a people-first approach is essential to provide a tech solution that does not cause any unnatural change to behaviour or the way we live and does not interrupt the flow of the day.

- Technology such as airport security has failed to catch up due to its long sales cycle (in addition to factors of governance and bureaucracy). It must be familiar but make life easier and invisible but make the system more efficient.

- It is imperative to talk to customers about their needs and priorities, and to fit the solution to the business, i.e. the idea must reflect the reality by finding the problem first and working backwards.

- Complex security situations (e.g. multiple sites) must adopt a digital solution as the start of the digital transformation journey with a mindset of continuous use of tech to continuously innovate the guest experience in order to stay ahead.

- The approach must be customer-first over invention-first: hyperfocus (with the potential to pivot afterwards) and leveraging data (also internally) to improve the experience and open the door to infinite scalability.

- The future of the guest experience is a safe environment - large venues obtain vast amounts of data and must use it to give the guest a better experience by reducing the negative experience and rewarding ‘good’ guests.

- Xtract One’s platform makes it safer and easier to navigate the end-to-end guest journey by innovating with integrity: this means being transparent with customers and explaining in detail what products/solutions don’t do.

- The physical security industry demands zero risk in the event of system failure, which is why third-party testers verify the products and deploy leapfrog innovation where tech can remove roadblocks.

- Xtract One employees build a culture of trust with customers and act as a type of concierge by understanding customers’ real-world problems; in terms of their experience, employee are regularly surveyed for their passion for what they do.

- Sustainable high-growth scaling requires the willingness to say no; growth takes up time, resources and investment but with no guarantee of success - although counterintuitive, leveraging the current position is best for hypergrowth.

- Companies must also be willing to disrupt themselves so as not to be out-innovated by others who build loyalty along the way - different generations have different requirements, habits and expectations.

Find out more about Xtract One here :

https://xtractone.com/