The morning brief.

Dan Womack, VP of Software at GetixHealth, tells CX Today why the medical billing company chose Webex Contact Center two years ago for its roadmap, how AI tools are helping it reach more patients, and why patients will decide where its virtual agents go next

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.

Sanas Supervised AI enables contact centres to scale AI-led customer conversations while keeping a human supervisor in control. Announced at CCW Nashville, the platform allows supervisors to oversee up to four live AI calls, intervene instantly and preserve customer context.

Elastic and Grafana are pushing observability beyond traces, using AI investigation, OpenTelemetry, and incident workflows to connect technical faults with customer impact. For contact-center teams, the test is whether a broken interaction reaches the right owner, gets fixed, and stays fixed.

Tom Kaneshige from the CMO Council explains why feature-rich martech stacks can still underperform. He argues that CMOs must align platforms with the skills, workflows, and adaptability needed to turn investment into measurable value as AI reshapes marketing operations.