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
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
CX Awards 2026 Spotlight: Introducing The Trust Layer
Explore the CX Awards Trust layer. See what judges look for in the best customer data platforms, privacy solutions, and CX infrastructure.
Sean Nolan · 7 Sept 2026
What Does the OpenAI Hack Mean for Salesforce and other CRM Communities?
The OpenAI–Hugging Face incident is a warning for AI autonomy. Discover how CRM organisations help B2B teams govern peer communities safely.
Lily Jemmett · 3 Sept 2026
Could Your Contact Center’s Sentiment Tool Break EU Rules?
Could your contact center emotion AI break EU rules? Learn how sentiment tools create risks for agents, customers, and compliance
Rhys Fisher · 2 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
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
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 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
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 Identity Fraud Interest Increases Almost 4,000% as Fake IDs Become Easier to Create
New research reveals a 3,826% rise in AI identity fraud searches as businesses strengthen ID verification processes.
Francesca Roche · 24 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
What Article 50 of the EU AI Act Means for European Marketing and Sales Leaders
European brands must rethink AI disclosure as Article 50 brings transparency requirements to sales, marketing and customer engagement.
Francesca Roche · 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
Big CX News from Avaya, ServiceNow, NiCE & HubSpot
The latest and greatest news and insights from the biggest vendors in the space, including Avaya, ServiceNow, NiCE & HubSpot
Rhys Fisher · 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
The EU AI Act Deadline Is Here: Why CX Teams Cannot Afford to Wait
The EU AI Act transparency deadline is here. Learn what contact centers must do on chatbots, AI disclosure, vendors, and customer trust.
Rhys Fisher · 30 Jul 2026
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 30 Jul 2026
Should Brands Label AI Content? The Transparency Debate
AI content labels are not always straightforward. Experts explain how brands can avoid misleading customers while using AI responsibly.
Francesca Roche · 28 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 28 Jul 2026
FCC Offshore Call Center Proposal: Why Smart Leaders Are Already Preparing
The FCC's offshore call center proposal has been public since March. In short, the proposal would introduce new rules on how US businesses handle offshore ca...
Rhys Fisher · 28 Jul 2026
Security Industry Warns OpenAI-Hugging Face Incident Marks Beginning of the 'Auto-Hacking' Era
Security leaders explain why the OpenAI-Hugging Face breach changes enterprise AI security and what teams must do to govern autonomous agents
Nicole Willing · 24 Jul 2026
ServiceNow Goes All-In on Cybersecurity As AI Risk Keeps CEOs Awake at Night
ServiceNow says its AI Control Tower, Armis and Veza will help enterprises govern AI securely as cybersecurity becomes a major growth engine.
Nicole Willing · 23 Jul 2026
Rogue OpenAI Agent Hacks Hugging Face: Is Your CX Team Prepared for Runaway Autonomous Agents?
OpenAI and Hugging Face disclose autonomous AI agents escape containment in unprecedented security breach, raising risks for enterprise CX.
Nicole Willing · 22 Jul 2026
OpenAI Launches Presence Amid AI Agent Safety Concerns
OpenAI launches Presence to help enterprises govern AI agents, as the Hugging Face security incident raises fresh safety concerns.
Francesca Roche · 22 Jul 2026
Chainguard Explains Why CX Leaders Need Faster Cybersecurity Remediation
Chainguard CISO Quincy Castro explains how AI-driven vulnerability discovery is reshaping cybersecurity, remediation, and CX risk.
Nicole Willing · 22 Jul 2026
Nozomi Networks Joins Anthropic’s Project Glasswing as AI Vulnerability Discovery Raises the Remediation Challenge
Nozomi Networks joins Anthropic's Project Glasswing as AI-driven vulnerability discovery, raises cybersecurity challenges for infrastructure.
Nicole Willing · 21 Jul 2026
Cisco Makes the Case for Smaller AI in Enterprise Software Security as Antares SLMs Cut Token Costs
Cisco introduces Antares small language models for vulnerability localization, cutting token costs while keeping code on premises.
Nicole Willing · 21 Jul 2026
OpenAI and Microsoft Double Down Cyber Defense as Autonomous Threats Accelerate
OpenAI and Microsoft are expanding AI-powered cybersecurity capabilities as autonomous agents raise risks around prompt injection.
Nicole Willing · 16 Jul 2026
70% of Employees Are Misusing AI – CX Teams Should Be Worried
GoTo's Pulse of Work 2026 report reveals a growing AI governance gap. Here's why CX teams are at risk, and what to do about it.
Rhys Fisher · 15 Jul 2026
Red Hat Explains the Agentic AI Cybersecurity Risk CX Teams Can't Ignore
Red Hat's Vincent Danen explains how enterprises can secure autonomous AI agents and protect customer data as AI adoption grows.
Nicole Willing · 15 Jul 2026
IBM and Red Hat Move Project Lightwell to Commercial Launch, Warning AI Security Risks are a “Wake Up Call” for CX Leaders
Project Lightwell's commercial launch underlines how frontier AI risks are forcing enterprises to rethink CX security and technical debt.
Nicole Willing · 13 Jul 2026
The Impersonation Crisis in Social CX: How Fake Accounts and AI Clones Are Exploiting Customer Trust
AI-powered impersonation, fake support accounts and social media scams are bring fraud prevention into customer service
Nicole Willing · 10 Jul 2026
Big CX News from HubSpot, Microsoft, OpenAI & Anthropic
The latest news and analysis from the biggest vendors in the CX space, including: HubSpot, Microsoft, OpenAI & Anthropic
Rhys Fisher · 10 Jul 2026
Privacy Fears Could Push Half of Consumers Off Social Media, Raising Challenges for Customer Engagement
Incogni finds half of consumers could delete social media accounts over privacy or security risks, raising challenges for customer engagement.
Nicole Willing · 9 Jul 2026
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
HubSpot scrapped an opt-out data enrichment policy just 4 days after announcing it. Here's why customers revolted, and what comes next.
Rhys Fisher · 7 Jul 2026
First Fully Autonomous AI Ransomware Campaign Raises the Stakes for Enterprise Cybersecurity
Researchers uncover the first autonomous AI ransomware attack, showing how agentic AI can exploit vulnerabilities in enterprise cybersecurity.
Nicole Willing · 6 Jul 2026
KPMG's Dan Balisteri on Over-Personalisation, the Empathy Deficit, and Why AI Deployments Keep Failing
KPMG's Dan Balisteri on why over-personalisation risks trust, AI's empathy deficit, and what is driving rushed deployments that fail publicly.
Sophie Wilson · 2 Jul 2026
ServiceNow and Accenture Target Legacy Risk Modernization With AI-Powered Cybersecurity Offering
ServiceNow and Accenture have launched an AI-powered cybersecurity offering to help enterprises replace legacy platforms in security ops.
Nicole Willing · 1 Jul 2026
Anthropic Restores Fable 5 and Mythos 5 Access, But Not for Everyone—Why CX Leaders Should Pay Attention
Anthropic is redeploying Claude Fable and Mythos after export controls were lifted, but access remains limited, raising CX concerns.
Nicole Willing · 1 Jul 2026
Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan
Level AI CEO Ashish Nagar explains why AI model risk is becoming a concern for CX leaders, from vendor dependency to data control.
Nicole Willing · 1 Jul 2026
Anthropic’s AI Identity Gap: Why CX Leaders Need Agent Controls
SecureAuth CEO Geoffrey Mattson explains why Anthropic's Fable restrictions indicate the need for stronger identity controls for AI access.
Nicole Willing · 1 Jul 2026
Microsoft Brings Safety to AI-Driven Commerce with New MCP Server
Microsoft unveils a managed MCP server for Dynamics 365 Commerce, enabling governed AI agent interactions across retail environments.
Francesca Roche · 30 Jun 2026