Manifesting Better CX: From Cybersecurity to Customer Loyalty with Alison Dixon

In this episode of Your Customer, Your Success, host Gary Marra sits down with Alison Dixon, Chief Customer Officer at Portnox, to explore what customer experience looks like in one of the world’s most high-stakes industries — cybersecurity.

Alison shares how she built Portnox’s CX organization from the ground up, why time-to-value matters more than ticket counts, and how to keep customers engaged when your product works best in silence. From building health scores that actually mean something to fostering multi-year loyalty, Alison explains how she’s redefining customer experience for a “set it and forget it” world.

It’s a conversation about mindset, measurement, and making the invisible value visible — a must-listen for CX and CS leaders navigating complex, technical spaces.

🔑 Key Takeaways

Cyber CX Is High Stakes – In cybersecurity, silence often means success. The challenge is showing ongoing value when customers only notice you if something breaks.
Mindset Shapes Outcomes – Alison believes your “brain creates reality before you see it.” Approach every customer interaction with the expectation of partnership, not conflict.
Health Scores Need Heart – Metrics only matter if they drive action. Portnox ties health scores to multi-year contracts, relationships, and proactive outreach.
Time-to-Value Over Tickets – Don’t obsess over support volumes; focus on how quickly customers feel protected, confident, and empowered.
Executive Buy-In Is Everything – Get leadership involved early, not just when churn risk surfaces. True CX success is a company-wide sport.
Visit First, Build Second – Processes and dashboards evolve forever; customer connection must come first. Face-to-face insight beats any CRM metric.