In today’s rapidly evolving digital landscape, the intersection of cybersecurity and customer experience has become a critical differentiator for organizations worldwide. As cyber threats grow more sophisticated and customer expectations continue to rise, the need for security leaders who can seamlessly blend technical expertise with customer-centric thinking has never been more pressing.
At the forefront of this evolution stands Sachin Jain, Senior Vice President of North America at Eventus Security, whose remarkable 25-year journey in cybersecurity and technology leadership exemplifies the perfect fusion of technical mastery and customer experience excellence. From his foundational years as Global CIO and CISO at Evalueserve to his entrepreneurial venture founding Cognyse, and now his pivotal role in spearheading Eventus Security’s North American expansion, Sachin has consistently demonstrated that exceptional cybersecurity isn’t just about protecting systems—it’s about creating seamless, trust-building experiences that empower customers to thrive in an increasingly digital world.
Sachin’s approach to cybersecurity leadership transcends traditional technical boundaries, embracing a holistic philosophy that places customer success at the center of every security initiative. His track record speaks volumes: recipient of prestigious accolades including the Economic Times CIO Award (2019) and Business World CIO 3.0 Award (2016), he has built his reputation not merely on technical prowess, but on his ability to translate complex security challenges into customer-centric solutions that drive business growth and stakeholder confidence.
Eventus Security: Cybersecurity Leadership
Sachin’s deep understanding that modern security operations must be designed with the end-user experience in mind sets him apart in the cybersecurity landscape. Whether developing frameworks for Cybersecurity, Data Protection, Business Continuity, or Enterprise Risk Management, his methodology consistently prioritizes user accessibility, operational transparency, and customer empowerment. This customer-first mindset has enabled him to build IT ecosystems that don’t just protect—they enhance the overall business experience for all stakeholders.
At Eventus Security, where the company serves over 250 enterprises across various sectors through their unified platform delivering SOC as a Service, Managed XDR, Cyber Resilience, and Incident Response capabilities, Sachin’s customer experience expertise becomes even more crucial. His role involves not just expanding into the North American market, but reimagining how managed security services can genuinely enhance customer operations rather than create friction or complexity.
Today’s conversation with Sachin promises to unveil the strategic thinking behind building cybersecurity programs that truly serve customers, the methodologies for creating security experiences that build rather than burden business operations, and the vision for how customer-centric security leadership will shape the future of enterprise resilience in an interconnected world.
Customer-Centric Security Philosophy
Q1. Sachin, with over 25 years in cybersecurity leadership, how has your understanding of the relationship between security effectiveness and customer experience evolved, and what fundamental principles guide your approach to building security programs that genuinely enhance rather than hinder customer operations?
SJ: Over the past 25+ years in cybersecurity, I’ve come to realize that effective security and excellent customer experience are not mutually exclusive—they are deeply interconnected. Early on, security was often implemented in ways that disrupted workflows. But today, the guiding principle is “secure by design, seamless by experience.” At Eventus Security, we architect security programs that are invisible when things are working, and highly supportive when challenges arise. The focus is on embedding security into the business fabric without adding friction, using automation, intelligent orchestration, and a customer-first mindset.
Transforming Security from Barrier to Business Enabler
Q2. Many organizations still view cybersecurity as a necessary friction point in business operations. Can you share specific examples from your tenure at Evalueserve or Cognyse where you successfully transformed security from a perceived obstacle into a genuine business enabler that improved customer satisfaction and operational efficiency?
SJ: As Global CIO & CISO at Evalueserve, and later at Cognyse, my focus was always on positioning cybersecurity as a strategic enabler—not a control function that creates friction. Working with Fortune 500 clients across industries, we embedded security into business workflows in a way that supported agility, compliance, and operational efficiency. By aligning security with business goals and simplifying risk governance, we turned it into a driver of trust, speed, and customer confidence—demonstrating that effective security should empower, not obstruct.
Customer Journey Mapping in Security Operations
Q3. At Eventus Security, you’re serving over 250 enterprises through managed security services. How do you ensure that your SOC as a Service and Managed XDR offerings are designed from the customer’s perspective. And what methodologies do you use to map and optimize the security customer journey?
SJ: Customer-centricity is built into our delivery model. We map every phase of the security journey—from onboarding to ongoing incident response—using customer journey design principles. We conduct “Voice of Customer” (VoC) sessions, track service usability metrics, and personalize dashboards based on each client’s business context. With over 250 global enterprises using our services, we ensure our SOCaaS and Managed XDR are not just technically robust, but also context-aware and outcome-focused.
Building Trust Through Transparency
Q4. Trust is fundamental to both cybersecurity and customer experience. How do you balance the need for security confidentiality with customer demands for transparency, and what strategies have you developed to build and maintain customer trust throughout security incidents and day-to-day operations?
SJ: Transparency doesn’t mean oversharing—it means timely, honest, and contextual communication. At Eventus, we maintain structured communication protocols during incidents, offering real-time updates without overwhelming the customer. We also conduct post-incident reviews to demystify what happened and how we’re improving. This blend of confidentiality and controlled transparency builds long-term trust, not just transactional confidence.
Personalization in Enterprise Security Services
Q5. Consumer experiences have set new expectations for personalization across all business interactions. How are you applying personalization principles to enterprise security services at Eventus, and what does a truly personalized managed security experience look like for your diverse client base?
SJ: A personalized security experience means aligning our services to a client’s risk profile, business priorities, and industry dynamics. At Eventus, we offer tiered visibility, role-based alerts, and flexible SLAs tailored to each client’s operations. For instance, a financial services client may prioritize fraud analytics, while a healthcare provider focuses on patient data protection. Our modular architecture allows us to adapt our service layer without disrupting the core platform.
Cultural Transformation and Customer Empathy
Q6. Leading security teams to think customer-first often requires significant cultural change. What strategies have you employed to develop customer empathy within security teams, and how do you measure whether your security professionals are truly understanding and responding to customer needs?
SJ: We invest heavily in training our teams not just on technology but also on soft skills—active listening, scenario-based thinking, and emotional intelligence. We regularly expose our analysts to customer feedback sessions and business impact discussions so they understand the “why” behind each incident. We also measure customer sentiment post-resolution and use it as a performance input—not just response time or SLA compliance.
Proactive Customer Communication During Crisis
Q7. Security incidents are inevitable, but customer experience during these critical moments can define long-term relationships. Can you walk us through your framework for customer communication during security incidents, and how you ensure that crisis management actually strengthens rather than damages customer relationships?
SJ: We follow a three-phase framework: immediate acknowledgment, contextual updates, and collaborative resolution. During incidents, clients are never left in the dark. We offer a dedicated incident response liaison, daily status calls, and executive briefings for high-severity cases. Our goal is to not just resolve the issue, but to leave the client more confident and better prepared than before.
Measuring Security CX Success
Q8. Traditional security metrics focus on threats detected and incidents resolved, but customer-centric security requires different KPIs. What customer experience metrics do you track in your security operations, and how do you correlate security performance with customer satisfaction and business outcomes?
SJ: In addition to traditional metrics like MTTR (Mean Time to Respond), we track Customer Effort Score (CES), resolution satisfaction ratings, and incident communication quality. We also monitor how often our recommendations are implemented—because true value lies in enabling action, not just delivering alerts. These metrics help us tie cybersecurity directly to customer experience and business resilience.
Co-creation and Customer Feedback Integration
Q9. The best customer experiences often involve customers in the design process. How do you involve your enterprise clients in co-creating security solutions, and what mechanisms have you established to continuously incorporate customer feedback into your security service evolution?
SJ: We’ve built a structured co-creation process. This includes quarterly innovation forums with select clients, sandbox environments to test new features, and early adopter programs. Their feedback shapes our roadmap—from dashboard usability to rule tuning in our XDR engine. It’s not just about delivering a product—it’s about building a partnership around continuous improvement.
Emotional Intelligence in Security Leadership
Q10. Security incidents can create significant stress and emotional responses from customers. How do you train your teams to handle the emotional aspects of customer interactions during security events, and what role does emotional intelligence play in your security leadership approach?
SJ: Security events are stressful for clients, especially when critical systems or data are impacted. We train our teams to recognize emotional cues, respond with empathy, and avoid overly technical language in high-stress moments. We also practice scenario-based simulations with “emotional layers” to build psychological readiness. Emotional intelligence is a core competency in our hiring and training framework—it’s not optional.
Future-Proofing Customer Experience
Q11. As you lead Eventus Security’s expansion into North America, what emerging trends do you see shaping the future of customer experience in cybersecurity, and how are you preparing your organization to meet evolving customer expectations in this rapidly changing landscape?
SJ: Customer expectations are shifting toward faster, more personalized, and outcome-driven cybersecurity. In North America, we see growing demand for AI-powered detection, zero-trust models, seamless cloud integration, and greater transparency during incidents. At Eventus Security, we’re aligning our SOC and Managed XDR services around these needs—focusing on automation, customer co-creation, and measurable impact. Our goal is to make security intuitive, responsive, and tightly integrated with the client’s business journey.
Legacy System Integration and Customer Continuity
Q12. Many enterprises struggle with integrating modern security solutions with legacy systems without disrupting customer operations. What strategies have you developed for seamless security integration that maintains business continuity and protects the customer experience during digital transformation initiatives?
SJ: The key is abstraction and orchestration. At Eventus, we use a flexible integration layer that connects legacy assets to our detection and response platform without intrusive changes. We prioritize use-case-driven deployment and phase integration in waves—starting with critical assets. Continuous testing and rollback readiness ensure minimal business disruption. It’s about respecting the client’s pace while delivering future-ready security.
Eventus Security: Customer-Centric Thinking in Cybersecurity Leadership
As our comprehensive discussion with Sachin Jain draws to a close, we’re left with a profound appreciation for the transformative power of customer-centric thinking in cybersecurity leadership. Throughout our conversation, Sachin has masterfully illustrated how the most effective security strategies are those that place customer experience at their very core, challenging traditional notions that security must come at the expense of operational efficiency or user satisfaction.
Sachin’s insights reveal a fundamental truth about modern cybersecurity: the organizations that will thrive in tomorrow’s digital landscape are those that recognize security not as a necessary evil, but as a competitive advantage that can enhance customer trust, streamline operations, and drive business growth. His approach at Eventus Security—serving over 250 enterprises through a unified platform that delivers SOC as a Service, Managed XDR, Cyber Resilience, and comprehensive incident response—demonstrates how managed security services can be reimagined as customer-centric solutions that genuinely add value to business operations.
The strategic framework Sachin has shared for building customer empathy within security teams, measuring security success through customer experience metrics, and maintaining transparent communication during crisis situations provides a roadmap for security leaders seeking to elevate their organizations beyond mere threat protection toward genuine customer partnership. His emphasis on co-creation, personalization, and emotional intelligence in security operations challenges us to reconsider what exceptional security leadership looks like in an era where customer expectations continue to evolve at unprecedented pace.
Eventus Security: Future of Cybersecurity
Perhaps most importantly, Sachin envisions a future of cybersecurity where security solutions integrate seamlessly into business operations, where crisis management strengthens rather than damages customer relationships, and where security teams measure success not just on threats prevented but on customer satisfaction achieved—offering a compelling blueprint for the next generation of cybersecurity excellence.
As Sachin continues to lead Eventus Security’s ambitious expansion into the North American market, his customer-first philosophy will undoubtedly influence how managed security service providers across the globe approach their client relationships. His recognition that the most sophisticated security technologies are meaningless without exceptional customer experience serves as a powerful reminder that in cybersecurity, as in all aspects of business, success ultimately depends on our ability to serve our customers’ needs with empathy, transparency, and unwavering commitment to their success.
The conversation with Sachin Jain leaves us with actionable insights, inspiring vision, and a clear understanding that the future of cybersecurity lies not in building impenetrable walls, but in creating bridges—bridges between security and business operations, between technical expertise and customer empathy, and between protection and empowerment. For security leaders, customer experience professionals, and business executives alike, Sachin’s approach offers valuable lessons in how to transform necessary functions into competitive advantages through the power of customer-centric thinking.
As we face an increasingly complex cybersecurity landscape, leaders like Sachin remind us that our greatest strength lies not in our technologies or processes, but in our ability to understand, anticipate, and exceed the expectations of those we serve. In the end, exceptional cybersecurity is not just about what we protect—it’s about how we protect it, and how that protection enhances rather than encumbers the customer experience we deliver.
