When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk."
Zayas delivers a stark warning: risk is no longer just about stolen passwords. He explains how aggregated identity data—even without a confirmed system breach—allows bad actors to build detailed profiles for phishing and impersonation. He compares holding customer data to a bank holding money: if a bank is careless with security, customers will withdraw their assets regardless of whether their specific dollar was stolen.
