Amid all the advancements in artificial intelligence, automation, and digital transformation, there's one critical element that remains irreplaceable, particularly in security: people. And with this tremendous business asset comes a responsibility — to invest in them, support them, and keep them engaged.
It might seem obvious, yet many companies still underestimate just how crucial employee engagement is as a foundational component of long-term business success. Engagement goes well beyond job satisfaction surveys and comfortable working environments. It directly influences performance, retention, and ultimately, the client experience.
Engagement matters – period.
Engaged employees are proactive, detail-oriented, and highly committed to their roles. They're the ones who notice a potential issue before it escalates into a crisis. And during times of heightened risks, their adaptability, quick decision-making, and interpersonal skills prove essential.
We see this in our own workforce especially, with thousands of people who live and breathe our purpose every day, going above and beyond to ensure the safety of the businesses and communities they protect.
That level of commitment doesn’t happen by accident – it’s the result of meaningful employee engagement, which sits at the core of what I refer to as the "talent loop." Engaged employees tend to remain loyal, deepening their expertise over time, becoming more skilled, and delivering more consistent results and better service.
The upskilling advantage
Central to the talent loop is training and development. Upskilling employees increases retention, drives engagement, and improves business outcomes – not to mention enriches the work itself. Interesting work draws in talented individuals and helps turn jobs into careers.
Kayo Anosike, director of training, learning and development for Securitas Global Clients, explains this well in a recent episode of our Connecting the Dots podcast. In the episode, she highlights how meaningful training directly increases employee happiness and engagement (actually increasing dopamine levels!). Upskilling provides employees with clear career opportunities, helping them feel valued and encouraging loyalty and exceptional performance.
We’re benefiting from this upskilling advantage at Securitas too. Through the Technician Certification Program at Securitas Technology, field technicians master advanced skills and grow with industry experience. Impressively, the program boosts a 90% retention rate, signaling the direct connection between employee engagement, upskilling, and retention.
In another setting, more than 10,000 security officers are becoming certified data center security professionals through a specialized training tailored to the demands unique to this environment. This kind of focused development provides officers the chance to build deeper expertise in a growing field — and in doing so, creating more value for the clients we serve.
Another example of this comes from our partnership with LinkedIn, where new officer roles emerged in response to shifting health and safety needs during Covid. Officers and teams received extensive training to provide a more holistic solution – blending compliance, safety, and support in ways that added long-term value for our client.
Each of these examples reflect the talent loop in action. By investing in our people, we strengthen their career paths and deliver a higher-quality, more client-focused experience.
Leadership: The unseen driver
Leadership plays a critical role in all of this. We’ve all heard the saying that people don't leave jobs, they leave bad managers. Strong leaders inspire teams, help individuals understand their contributions, and build a shared sense of purpose.
Organizations investing in leadership development see a measurable increase in engagement and retention rates. Indeed, effective leadership is one of the most impactful drivers of employee satisfaction and performance.
Recognition is part of this equation too. When leaders take the time to acknowledge great work – whether through formal programs or a simple thank you – it reinforces a culture of trust and respect. These initiatives highlight extraordinary contributions while reinforcing the importance of engagement and purpose, creating a positive feedback loop that motivates all employees.
Engaged people, exceptional outcomes
In the end, the talent loop is a simple equation: When we invest in our people, they invest back – in their work, in their teams, and in the clients we serve. It reinforces a core belief that client value and employee value are intrinsically connected, like two sides of the same coin. You can’t deliver exceptional service without engaged, supported people behind it.
