The client is a consumer technology company operating in the home security and connected camera market, delivering hardware, software, cloud services, and subscriptions to residential and small-business customers. Its ecosystem spans physical devices, mobile and desktop applications, e-commerce, customer support, and post-purchase services.

As competition in the connected security space intensified—and customer expectations for reliability, simplicity, and trust continued to rise—the organization recognized that customer experience had become a key differentiator, not just product features.

While the client’s security cameras and services performed well individually, the end-to-end customer experience was fragmented across the lifecycle of buying, installing, using, and supporting connected devices.

Customers interacted with multiple systems to:

• Purchase hardware and subscriptions

• Set up and manage devices

• View camera feeds and alerts

• Access customer support and documentation

These interactions often required separate logins, inconsistent interfaces, and disconnected data, resulting in friction at moments when reliability and clarity were most critical—such as installation, incident response, and ongoing monitoring.

Key challenges included:

• Siloed customer data and tooling across commerce, product, and support teams

• Limited shared understanding of customer personas and real usage behaviors

• Highly non-linear customer journeys across multiple apps and platforms

• Manual, error-prone processes that struggled to scale with growth

• No single system or team accountable for the holistic customer experience

In an industry where trust, security, and reliability are paramount, these gaps created risk to customer satisfaction, retention, and brand loyalty.

Connective led a Unified Customer Experience (CX) strategy engagement designed to bring clarity, alignment, and momentum to a complex, multi-platform environment.

The engagement included:

• Assessment of the current customer experience across devices, applications, and services

• Development of detailed current-state and future-state journey maps spanning purchase, setup, usage, and support

• Identification of experience gaps at critical trust moments (installation, alerts, incident recovery)

• Cross-functional discovery with marketing, commerce, technology, and support teams

• Synthesis of findings into a unified CX vision grounded in real customer behaviors

A core principle of the work was Conway’s Law—helping the organization see how internal team structures and ownership models were shaping the customer experience, and how intentional alignment could create a more seamless, trustworthy journey.

• End-to-end customer journey maps with clear experience gaps and opportunities

• A unified CX strategy centered on shared customer understanding and metrics

• Recommendations to improve visibility and sharing of customer insights across teams

• A long-term vision positioning a single, unified application as the primary customer interface

• A phased roadmap balancing near-term improvements with long-term platform unification

• Practical first steps, including a lightweight CX task force, to build momentum without disruption

The strategy emphasized incremental unification—improving reliability, consistency, and clarity over time rather than forcing a risky, all-at-once transformation.

• Stronger alignment across teams on customer needs and value drivers

• Clear ownership and direction for the future customer experience

• Reduced risk of fragmented CX investments

• A scalable foundation for improving engagement, retention, and operational efficiency

• A customer experience strategy aligned to the unique demands of connected security products

In the connected security market, customer experience is inseparable from trust. By grounding CX strategy in real customer journeys and internal operating realities, Connective helped the client chart a clear, actionable path toward a unified, customer-centric experience.