OpenAI on CX Today
98 stories · 49 in 2026 · 27 in the last 90 days · 1 sponsored
CX Today coverage mentioning OpenAI, newest first. Sponsored work is identified clearly on each story.
When AI Agents Ignore “No,” Security Gets Real
AI agent security risks are rising as Medicare, Gemini testing, Manchester Airport, and CISA highlight access and identity threats.
Rhys Fisher · 5 min read · 24 Sept 2026
AI Is Moving Faster Than Customer Operations. That Is the Real CX Challenge.
Salesforce, OpenAI CEO Sam Altman, and Marc Benioff discuss AIforce, customer operations, AI agents, and why better AI will not automatically fix CX.
Rob Scott · 7 min read · 17 Sept 2026
Round Up: Why Governing Enterprise AI Has Become a High-Stakes Challenge
Silicon Valley debates an AI development slowdown while Salesforce launches new enterprise AI governance tools at Dreamforce.
Lily Jemmett · 5 min read · 17 Sept 2026
Altman, Musk, and Amodei Want an AI Slowdown - But Who Benefits?
Altman, Musk and Amodei support an AI slowdown. Is it a genuine safety intervention, or a strategic move by frontier AI leaders?
Sophie Wilson · 7 min read · 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 · 6 min read · 10 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 4 min read · 10 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 · 11 min read · 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 · 7 min read · 2 Sept 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 · 7 min read · 24 Aug 2026
Big CX News from Salesforce, Stripe, OpenAI & Anthropic
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Stripe, OpenAI, Anthropic
Rhys Fisher · 3 min read · 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 · 6 min read · 20 Aug 2026
ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?
Which AI chatbot is best for CX marketing? Explore where ChatGPT, Claude, and Copilot support teams and where they fall short.
Francesca Roche · 5 min read · 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 · 8 min read · 13 Aug 2026
What Elastic and OpenAI's New Partnership Means for CX Service Management
Elastic and OpenAI expand their partnership to boost service resilience. This is what it means for CX infrastructure and observability.
Sean Nolan · 5 min read · 12 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 · 10 min read · 3 Aug 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 · 7 min read · 24 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 · 10 min read · 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 · 4 min read · 22 Jul 2026
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
PwC US has launched agentic contact and service solutions with OpenAI, combining multimodal voice AI and a joint Center of Excellence.
Rhys Fisher · 4 min read · 16 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 · 6 min read · 16 Jul 2026
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 6 min read · 16 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 · 4 min read · 10 Jul 2026
Frontier AI Is Getting More Powerful But CX May Need an Uber, Not a Boeing
As ChatGPT 5.6 and Fable raise the frontier AI bar, CX leaders should weigh smaller specialist models to cut token costs and improve control.
Nicole Willing · 8 min read · 9 Jul 2026
Forget the Model Wars. Vendors Are Now Competing on Enterprise AI Deployment
The likes of AWS, Microsoft, Anthropic and OpenAI are investing in forward deployed engineers to help enterprises deploy AI securely.
Nicole Willing · 5 min read · 7 Jul 2026
The End of the Chat Interface? OpenAI's Bet on Agentic AI
OpenAI's Greg Brockman says the chatbox era is over. Here's what the latest in agentic AI means for CX leaders in 2026.
Thomas Walker · 7 min read · 2 Jul 2026
HP Taps OpenAI Frontier to Scale Enterprise AI Across Customer Experience
HP is expanding its OpenAI partnership to use the model developer's Frontier platform across CX and enterprise operations with AI governance.
Nicole Willing · 5 min read · 29 Jun 2026
What Do Rising Compute Costs Mean for CX Leaders?
Rising chip and energy costs are ending the AI subsidy era. Here's what it means for your CX technology stack
Thomas Walker · 5 min read · 29 Jun 2026
Is Microsoft's OpenAI Bet Putting Your AI Contract at Risk?
Nearly half of Microsoft's future revenue depends on OpenAI. Here's what that means for CX buyers...
Thomas Walker · 6 min read · 3 Jun 2026
Anthropic Opens Project Glasswing to 150 More Partners as the AI Cybersecurity Arms Race Heats Up
Anthropic expands Project Glasswing Mythos access to 150 more partners in 15+ countries, as banks, regulators and rivals race to respond.
Nicole Willing · 7 min read · 3 Jun 2026
Sam Altman Softens Stance on AI Replacing Jobs, Says Some Human Work Will Endure
OpenAI CEO Sam Altman says is "delighted to be wrong about" the short-term impact of AI on entry-level jobs and customer service.
Nicole Willing · 4 min read · 27 May 2026
Vendors Race to Reinvent Cyber Defense for the Agentic AI Era
Microsoft, Cisco and OpenAI are launching cybersecurity systems to counter rising risks from AI-driven vulnerability discovery and exploits.
Nicole Willing · 6 min read · 14 May 2026
OpenAI Launches Enterprise Deployment Unit as AI Vendor Race Shifts Toward Services
OpenAI launches the OpenAI Deployment Company with $4BN backing, embedding engineers in enterprises as it squares off with Anthropic.
Nicole Willing · 3 min read · 13 May 2026
Retailers Reassess AI Commerce to Regain Control of the Customer Journey
Retailers rethink AI‑driven commerce as checkout risks threaten data ownership, trust, loyalty, and long‑term customer value.
Francesca Roche · 9 min read · 7 May 2026
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
OpenAI and Microsoft revise partnership, ending exclusivity and enabling multi-cloud AI delivery, reshaping enterprise strategy and CX.
Francesca Roche · 5 min read · 1 May 2026
Microsoft Copilot Cowork Signals Shift to Multi-Step AI Workflows for Enterprise Users
Microsoft launches Copilot Cowork in Frontier, integrating multi-model AI from Anthropic to automate multi-step enterprise workflows.
Nicole Willing · 3 min read · 31 Mar 2026
OpenAI Acquires Promptfoo to Embed Security in AI Agents
OpenAI acquires Promptfoo to embed AI security testing into its Frontier platform, ensuring safer, reliable enterprise AI agents.
Francesca Roche · 4 min read · 10 Mar 2026
Big CX News from Zoom, ServiceNow, Salesforce, RingCentral & Openai
Zoom revamps Virtual Agent 3.0, ServiceNow AI Platform Additions, Salesforce reframes its AI model & RingCentral and OpenAI team up.
Rhys Fisher · 4 min read · 27 Feb 2026
Salesforce Reframes AI Model Competition Around Enterprise Work and Agents
Salesforce argues AI value will shift from foundation models to the enterprise layer, where agents and workflows deliver real CX outcomes.
Nicole Willing · 5 min read · 26 Feb 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 4 min read · 24 Feb 2026
RingCentral’s OpenAI Move, And A 144% Jump In Live Coaching
RingCentral’s OpenAI integration targets live voice AI, and its earnings call shows ACE customer growth up 144% year-over-year to 4,800+.
Rob Wilkinson · 5 min read · 23 Feb 2026
OpenAI Just Bet Big on Personal AI Agents. Is Customer Service Ready?
Personal AI agents are heading mainstream. Here's why OpenAI's OpenClaw hire is a wake-up call for customer service leaders.
Rhys Fisher · 6 min read · 18 Feb 2026
OpenAI Frontier Promises AI Coworkers. Can Your Enterprise Deliver?
OpenAI launches Frontier to help enterprises deploy AI agents in customer service and contact centers. Can businesses execute fast enough to close the growing AI opportunity gap?
Rhys Fisher · 5 min read · 10 Feb 2026
OpenAI’s Sam Altman Criticizes Anthropic over Claude Advertising Campaign
Sam Altman criticizes Anthropic’s Claude ad campaign, as OpenAI and Anthropic clash over advertising, access, and the future of AI platforms.
Francesca Roche · 5 min read · 5 Feb 2026
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
How rising AI infrastructure and inference costs could threaten enterprise CX adoption and what buyers must do to prepare.
Nicole Willing · 6 min read · 30 Jan 2026
Who's Really Calling? The Rise of AI Customers
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren'...
Rob Scott · 2 min read · 27 Jan 2026
ServiceNow and OpenAI Push AI Past Chatbots into Real CX Work
ServiceNow and OpenAI deepen their partnership with real-time speech agents and computer-use automation to move AI from conversation to resolution in enterprise CX workflows
Rhys Fisher · 4 min read · 20 Jan 2026
Albertson’s Uses Google AI Search to Drive 10% Bigger Grocery Baskets
Albertsons is using AI-powered search and assistant tools to boost customer engagement and drive higher grocery spending.
Nicole Willing · 5 min read · 8 Jan 2026
Zeta Global Partners With Open AI To Expand Marketing Capabilities
Zeta Global partners with OpenAI to bring AI-powered insights and automation to its Athena marketing platform.
Francesca Roche · 4 min read · 7 Jan 2026
Accenture Acquires Faculty to Scale Safe Enterprise AI
Accenture acquires AI specialist Faculty to strengthen AI safety, decision intelligence, and enterprise-scale deployment.
Rhys Fisher · 4 min read · 6 Jan 2026
Machine Customers and Sales: The $30 Trillion Opportunity Few CROs Are Preparing For
Machine customers and sales are colliding. Learn how you can prepare your funnel for the new era of human and AI customers.
Rebekah Carter · 14 min read · 19 Dec 2025
OpenAI Discloses Mixpanel Hack, Highlighting Risks in Third-Party Data Security
OpenAI’s disclosure of a Mixpanel security breach underscores the dangers of third-party apps and major AI providers holding customer data.
Nicole Willing · 5 min read · 1 Dec 2025
Retailers Lose Control of Discovery as AI Becomes the New Front Door
Explore the AI retail customer journey and discover how conversational AI is reshaping shopping habits for the modern consumer.
Rhys Fisher · 6 min read · 25 Nov 2025
Is Your Chatbot Giving Away Secrets? How to Stop Whisper Leak Now
Microsoft has uncovered the ‘Whisper Leak’ vulnerability — a flaw that exposes encrypted AI chatbot conversations. Learn how contact centers can protect customer privacy and rebuild trust.
Rhys Fisher · 4 min read · 10 Nov 2025
Can OpenAI’s Atlas Browser Transform Customer Interactions in E-Commerce?
OpenAI’s new Atlas web browser is making waves across industries, stirring debate about how AI could fundamentally change the way consumers search, shop, and...
Nicole Willing · 9 min read · 27 Oct 2025
ChatGPT Moves Into Commerce With Instant Checkout
If AI platforms such as ChatGPT mediate the entire buyer journey, how do brands maintain control over customer relationships?
Daniel Flatt · 2 min read · 30 Sept 2025
OpenAI CEO Sam Altman Now Claims AI Will Take Customer Service Jobs First
Sam Altman says he’s "confident" that AI will first take over customer service roles as it transforms the job market. Speaking on ‘The Tucker Carlson Show’ l...
Francesca Roche · 3 min read · 18 Sept 2025
OpenAI’s Latest Moves Put Many Voice AI Startups on Notice
OpenAI has released its "most advanced speech-to-speech model yet": gpt-realtime. The AI giant also took the wraps off its Realtime API, now generally availa...
Charlie Mitchell · 4 min read · 1 Sept 2025
HubSpot Has Rebuilt Its Funnel, and It’s Working
HubSpot has announced major changes to its marketing funnel, placing greater emphasis on discovery from AI search and diversifying away from blog traffic. On...
Peter Ward · 2 min read · 7 Aug 2025
Big CX News from NiCE, OpenAI, Five9, & Microsoft
From a NiCE $955MN acquisition to an eyebrow-raising AI prediction from OpenAI's Sam Altman, here are extracts from some of this week’s most popular news sto...
Rhys Fisher · 4 min read · 1 Aug 2025
"Totally, Totally Gone": OpenAI CEO Sam Altman Predicts the End of Human Customer Service
Sam Altman, CEO of OpenAI , has warned of a future where AI will eliminate entire job categories, including customer support. The CEO made the comments last ...
Charlie Mitchell · 3 min read · 30 Jul 2025