When Stolen Identity Data Turns Your Next Customer Into a Fraudster
Data breach warnings across Japan, the U.S. and Canada highlight a growing enterprise risk that criminals can use stolen identity documents and personal data to pass customer checks. Prove’s Mary Ann Miller told CX Today why businesses need stronger, continuous identity verification.
Nicole Willing · 14 Oct 2026
From Heathrow to the Bundesliga, CRM Gets Closer to the Customer
Can CRM turn customer data into better experiences? Adobe and Heathrow are targeting more personalised passenger journeys, while ServiceNow reports 89% first-contact resolution for Bundesliga fan enquiries. Salesforce, HubSpot and Zeta Global also make moves across CRM and customer data.
Nicole Willing · 13 Oct 2026
What ASOS, AI Agents and 400+ Vulnerabilities Reveal About CX Risk
ASOS, Anthropic, Microsoft, Cloudflare, IBM and Red Hat all made cybersecurity headlines this week that point to the common challenge for customer experience teams in keeping customer data and connected systems secure as technology becomes more autonomous.
Nicole Willing · 10 Oct 2026
Why Customer Service AI Needs a Post-Launch Operating Model
Parloa's Csaba Tamas tells CX Today that launching an AI agent is only stage one. Business teams need practical control after go-live, treating agents like employees who need coaching, feedback and constant fine-tuning to stay aligned with the business
Nicole Willing · 9 Oct 2026
Your CRM Data Could Hold the Key to AI Differentiation
Enterprises may not find their AI advantage in the latest model. It could be buried in years of proprietary CRM data. John Cheney, CEO Founder and Founder at WorkBooks, explained how AI can help businesses clean up that data and turn internal knowledge into a competitive asset.
Nicole Willing · 9 Oct 2026
AI Handoffs Should Feel Seamless. Why Aren’t They?
A completed AI-to-human transfer does not guarantee a successful customer outcome, with research finding a sharp gap between organisational confidence and customer experience. Five9 explains why handoffs break down and how organisations can cut customer effort while improving resolution
Nicole Willing · 8 Oct 2026
Why ServiceNow Says AI Agents Demand a New Security Model
ServiceNow says the rise of AI agents is changing the cybersecurity conversation, entering a new phase where enterprises need stronger identity controls, deeper visibility and faster remediation to reduce the risk of threats from malicious attackers and unexpected agent behavior.
Nicole Willing · 7 Oct 2026
AI Agents Trigger a New Battle for Customer Data Control
As AI agents begin to retrieve, interpret and act on customer information, the CRM and CDP market is shifting from data unification to governed decision-making. Oracle, Microsoft, Braze, SAP and Iterable are competing to control how customer intelligence is used.
Nicole Willing · 6 Oct 2026
AI Agents Raise Fresh Risks for Customer Data
Customer data, AI agents and core CX platforms are all coming under pressure. This week saw OpenAI expand its investigation into agents accessing third-party systems and data, 40 million McDonald’s records exposed, and an AI agent breaching a customer support platform
Nicole Willing · 3 Oct 2026
AI Agents Need Active Management, Not a One-Time Build
Deploying an AI agent isn't the finish line. Parloa's Csaba Tamas tells CX Today why customer service leaders need active operators, faster feedback loops and sharper testing once agents go live, or risk letting them quietly drift from the business they serve
Nicole Willing · 2 Oct 2026
Cox Fleet’s CRM Lessons for High-Urgency Customer Service
When customers are stressed, stranded, or losing revenue, CRM has to do more than hold records. Alex Fraser, VP of Customer Operations at Cox Fleet, explains how connected data, AI, agents and service partners can turn urgent contact into coordinated action and customer advocacy.
Nicole Willing · 2 Oct 2026
HMRC Selects Salesforce for £2.4BN CRM Program as Overhaul Takes Shape
HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.
Nicole Willing · 1 Oct 2026
Why AI Handoffs Are Still Failing Customers
Businesses are confident their AI-to-human handoffs preserve context, but customers tell a different story. Five9's Matt Ladley explains why transfers still break down, what a seamless handoff should look like, and how orchestration keeps AI and human agents working as one
Nicole Willing · 1 Oct 2026
As Contact Center AI Grows, Payment Data Needs Boundaries
AI is changing contact center operations, from summaries and analytics to bots and agent assist, but payment data needs firm boundaries before it reaches those workflows. De-scoping PCI data early is the simplest way to keep compliance firmly under control
Nicole Willing · 30 Sept 2026
Five Steps to Audit the Hidden AI Already Inside Your Contact Center
Most AI risk never looks like AI - it's already embedded in the contact centre tools agents use daily. TTEC Digital's Amit Namjoshi outlines five steps CX leaders can take to uncover hidden AI, classify its risk, assign ownership and build lasting governance
Nicole Willing · 29 Sept 2026
From Notifications to Revenue Drivers: Turning Support Channels into Growth Engines
Customer messaging still serves a narrow purpose for many enterprises. It delivers appointment reminders, shipping updates, payment confirmations and service...
Nicole Willing · 24 Sept 2026
Why Claudeforce Indicates CRM Complexity Is Breaking Customer Experience
UJET CEO Vasili Triant explains why bolting AI onto CRM and ticketing stacks may add complexity instead of improving customer experience.
Nicole Willing · 23 Sept 2026
Five Signs Your Payment Journey Is Losing Customers
Contact centers invest heavily in guiding customers to a buying decision, then leave them alone at the payment step. SequenceShift's Dmitri Muntean and Dan Bloy explain the warning signs that disconnected payment journeys are causing abandonment and lost revenue, and how to fix them
Nicole Willing · 22 Sept 2026
The EU AI Act Is a CX Problem Now
The EU AI Act , which came into effect on August 2, can seem like a legal or compliance issue, best handled by specialist teams or the people developing AI m...
Nicole Willing · 22 Sept 2026
The Weakest Security Link in Customer Data May Be Hiding Outside the CRM
Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.
Nicole Willing · 22 Sept 2026
Contextual Messaging is the New CX Gold Standard, MMDSmart Explains
Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambiti...
Nicole Willing · 17 Sept 2026
Cybersecurity Roundup: Who Controls the Data, Identity and AI Agents Is the New Battleground
AI agents, cloud identity tokens and data sovereignty concerns are reshaping cybersecurity as enterprises race to regain control.
Nicole Willing · 16 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 15 Sept 2026
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 14 Sept 2026
The Next CX Security Risk May Be the AI Agent You Gave Access
AI agents are gaining access to enterprise systems. Anthropic, Concentrix, Zscaler and Proofpoint reveal the emerging CX security risks.
Nicole Willing · 10 Sept 2026
Customer Context Becomes CRM’s Next Competitive Battleground
Vendors are competing to make fragmented customer data useful, as AI agents increase demand for trusted, actionable customer context in CRM.
Nicole Willing · 9 Sept 2026
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
Nicole Willing · 9 Sept 2026
The 57% Problem: Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...
Nicole Willing · 8 Sept 2026
HPE Says AI-Powered Networks Can Stop CX Failures Before They Start
HPE highlights how AI-native networking, infrastructure performance and resilience could increasingly shape customer experience.
Nicole Willing · 3 Sept 2026
Anthropic Drops Data Retention Requirement for Mythos and Fable 5.1 After Enterprise Pushback
Anthropic is adopting ZDR for Mythos and Fable 5.1 after enterprise feedback, intensifying the frontier AI data protection race with OpenAI.
Nicole Willing · 2 Sept 2026
CrowdStrike’s AI Security Push Puts Enterprise CX on Alert
CrowdStrike’s Fal.Con announcements show why AI agent security, verified identity and data protection are now vital to enterprise CX.
Nicole Willing · 1 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
The Gap Between AI Promise and CX Value
Anshuman Singh, Chief Executive Officer at HGS Europe, explains why AI pilots in CX stall and how AI will reshape customer experience roles.
Nicole Willing · 31 Aug 2026
CrowdStrike, Okta Warn AI Is Turning Cybersecurity Into an Enterprise Imperative Following "Mythos Moment"
CrowdStrike and Okta say AI agents are expanding enterprise risk following the "Mythos moment," making cybersecurity crucial to AI adoption.
Nicole Willing · 27 Aug 2026
8.7 Million Customers Exposed in Manchester Airport Cyberattack
Manchester Airports Group says data linked to 8.7 million customers was breached, raising the threat of phishing and identity theft.
Nicole Willing · 27 Aug 2026
Salesforce’s Claudeforce Deal With Anthropic Points to What Comes After the CRM UI
Salesforce and Anthropic launch Claudeforce, bringing Salesforce data and workflows into Claude as CRM moves beyond the traditional UI.
Nicole Willing · 27 Aug 2026
Marc Benioff Maintains "There is No SaaSpocalypse" as Salesforce Argues AI Models Need Software
Salesforce CEO Marc Benioff rejects the SaaSpocalypse narrative, arguing enterprises will consume AI through the software they already use.
Nicole Willing · 27 Aug 2026
Google’s $10MN Spirit Deal Reveals AI Is Putting a Price on Enterprise and Customer Data
Google’s $10M Spirit data deal highlights an emerging market for enterprise data as AI companies seek operational and customer information.
Nicole Willing · 26 Aug 2026
Google’s Spirit Data Deal Raises $10MN Question: Should AI Developers Be Allowed to Buy Enterprise Data for Training?
Google’s $10MN bid for Spirit Airlines data raises questions over privacy and the use of enterprise records for AI training.
Nicole Willing · 25 Aug 2026
ServiceNow On Why U.K. AI Maturity Lags Soaring Spend
ServiceNow’s Adam Spearing explains why U.K. AI investment is rising faster than maturity, and how leaders can govern AI safely at scale.
Nicole Willing · 25 Aug 2026
OpenAI's Push on Regulation Could Change How CX Teams Buy and Govern AI
OpenAI's and Anthropic's approach to AI regulation could reshape CX technology procurement, including vendor risk assessments.
Nicole Willing · 24 Aug 2026
AI Complexity Could Become a CX Problem for U.K. Businesses, Research Shows
Freshworks research finds UK IT teams are losing time and AI budget to complexity, and CX teams could feel the impact.
Nicole Willing · 21 Aug 2026
OpenAI Wants Enterprises to Trust Its Frontier Models With Sensitive Customer Data
OpenAI is previewing Private Safety Processing, allowing enterprise customers to use Zero Data Retention to protect sensitive information.
Nicole Willing · 20 Aug 2026
Why Workforce Experience Is Now a Data Protection Issue For Enterprises
AI tools are turning workforce experience into a data protection issue as employees use personal accounts, exposing sensitive customer data.
Nicole Willing · 19 Aug 2026
Concentric AI Wants to Help Enterprises Find and Secure Sensitive Data Hiding in Documents
Concentric AI’s new vision model helps enterprises find sensitive documents in images and scans as AI agents increase data security risks.
Nicole Willing · 18 Aug 2026
The 3 Security Gaps Enterprises Must Fix to Limit AI Agent Threats
Learn why perimeter security, identity verification, and data governance are critical to limiting the security risks of deploying AI agents.
Nicole Willing · 17 Aug 2026
Guardrails Won’t Always Stop Customer AI Agents. Is Your Enterprise Ready?
Autonomous AI agents can find unexpected ways around guardrails. Here’s why enterprises need stronger controls and identity security.
Nicole Willing · 13 Aug 2026
Supply Chain Attack Exposes 2,500+ Companies in Largest AI Infrastructure Breach of 2026 So Far
CloudSEK finds supply-chain attack exposed AI infrastructure credentials across 2,500+ companies, potentially leaving enterprises exposed.
Nicole Willing · 11 Aug 2026
Salesforce Says Agentforce Adoption Is Accelerating but Enterprise CX Readiness Remains in Question
Salesforce reports rapid Agentforce adoption, but data readiness and unclear AI success metrics could challenge enterprise CX teams.
Nicole Willing · 10 Aug 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 10 Aug 2026
Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue
Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth.
Nicole Willing · 7 Aug 2026
AI Cybersecurity Needs Collective Defense, But Multiplying Alliances Risk Confusing Enterprise Buyers
New AI security partnerships promise faster collective defence, but enterprises need clarity as tools, coalitions and frameworks proliferate.
Nicole Willing · 6 Aug 2026
Palantir Says Sovereign AI Demand Is Climbing as Enterprises Fear Lock-In
Palantir says demand for sovereign AI is accelerating as enterprises prioritize greater control over their data and AI-driven actions.
Nicole Willing · 5 Aug 2026
ServiceNow Moves to Lock Down Enterprise AI Agents With Autonomous Security Portfolio
ServiceNow has expanded its cybersecurity portfolio to address the security risks posed by AI agents as enterprises increase deployment.
Nicole Willing · 5 Aug 2026
7 Ways Enterprises Should Strengthen AI Cybersecurity Now
AI is changing enterprise cybersecurity. Learn seven practical ways to reduce AI cyber risk and protect customer trust.
Nicole Willing · 4 Aug 2026
The AI Agent Security Risks CX Leaders Need to Address in the Wake of OpenAI and Anthropic Hacks
OpenAI and Anthropic incidents show how autonomous AI agents can reach real systems, exposing CX teams to risks around customer data.
Nicole Willing · 3 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026
The AI Personalization Trap CX Leaders Must Avoid
Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent.
Nicole Willing · 30 Jul 2026
When Legacy Vendors Pull Support, Enterprise Buyers Should Rethink More Than the Replacement
With legacy vendors retiring products, here are six questions buyers should ask before choosing between legacy and AI-native platforms.
Nicole Willing · 28 Jul 2026