As the security solutions market shifted to digital intelligence technologies and away from hardware-dominant solutions, companies started using these capabilities to improve the customer experience for better encounters inside the stores, predetermine how to act inside them, and increase sales. The ‘customer journey’ concept has been evolving during the pandemic. Due to the digital transformation of the security industry, retailers are exploring ways to modernize their processes while also appealing to customer needs. Video analytics, biometrics, facial recognition, license plate detection, and real-time alerts are all key features that can support retailers’ goals without requiring significant upfront costs. Security teams are necessitated that the security vendors offer more advanced digital functions and behavioral capabilities to determine and understand customer behavior and feelings and accomplish their security goals. Data fusion and work atomization are evolving through the years as retailers seek to improve the ‘customer journey’ for the shoppers and try to bring them back to physical stores.