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 · 24 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
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 · 17 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
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
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
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
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
AWS Summit DC 2026: 4 Key CX Announcements
AWS Summit DC 2026 produced four announcements CX leaders should act on, including CLEAR's Amazon Connect integration
Rhys Fisher · 1 Jul 2026
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 Jun 2026
Krisp Expands Contact Center AI Platform With Voice Security and Speech Analytics
Voice AI provider Krisp adds real-time voice security and automated speech analytics to help contact centers secure customer interactions.
Nicole Willing · 23 Jun 2026
Retail's Biggest Security Risk Might Be Its Own Operations
Retail breaches doubled in 2026 as human error, third-party risk, and espionage attacks intensify across the sector.
Francesca Roche · 19 Jun 2026
Why Faster Refunds Can Backfire Without Smarter Fraud Controls
How behaviour-based decisioning and machine learning are helping retailers close the gap on returns fraud prevention.
Francesca Roche · 11 Jun 2026
Anthropic Exposes the Enterprise Patch Gap as Exploitation Hits “Minus Seven Days”, Red Hat Warns
Red Hat’s Vincent Danen warns AI models are exposing software flaws faster than enterprises can fix them, risking customer-facing systems.
Nicole Willing · 10 Jun 2026
How Silent Trust Erosion Drives Customer Churn
Silent churn starts with small data doubts. Discover how a CX privacy strategy builds lasting customer trust.
Thomas Walker · 3 Jun 2026
The Design Principle That Could Make or Break Enterprise AI Adoption
Why enterprise AI agents need zero permissions by default - and how 'deny by default' could define your AI security strategy.
Thomas Walker · 29 May 2026
The $735 Problem: Why Enterprise AI Governance is Set Up to Fail
New research from Gartner, TELUS Digital, and Sinch reveals why enterprise AI governance keeps failing in production
Rhys Fisher · 29 May 2026
NiCE World 2026: Where CX AI Gets Real in Orlando
NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.
Rob Wilkinson · 28 May 2026
Are CVSS Scores Becoming an Obsolete Metric?
Security leaders debate whether CVSS scoring still works as AI reshapes vulnerability discovery and exploit timelines.
Francesca Roche · 27 May 2026
Anthropic’s “Mythos-Class” Release Plans Should Put CX Leaders on Alert as Security Risks Accelerate
Anthropic’s Mythos update signals a major cybersecurity shift for CX leaders as AI-driven vulnerability discovery rapidly accelerates.
Nicole Willing · 26 May 2026
When "Compliant" Still Means Exposed: Rethinking Customer Data Risk in CX
Passing audits doesn't equal protection. Learn how to measure real customer data risk reduction in customer experience.
Thomas Walker · 26 May 2026
Financial Crime Failures Are Becoming a CX Crisis for Banks and Fintechs
Research from ThetaRay and moves by Revolut and Modulr indicate fraud prevention is becoming a critical CX differentiator.
Nicole Willing · 25 May 2026
How to Build a Customer Data Protection Model That Survives Real-World CX
How to design a customer data protection model built for CX complexity, integration failures, and real-time risk.
Thomas Walker · 18 May 2026
AI Is Breaking Contact Center Security—Are You Ready?
In this CX Today roundtable, security experts explain how AI scales fraud and why risk-based contact center security matters.
Nicole Willing · 12 May 2026
Why Does Your Privacy Strategy Collapse the Moment Customers Switch Channels?
Channel switching exposes privacy gaps fast. Learn why consent breaks across systems and how to enforce consistent data rules.
Thomas Walker · 12 May 2026
Who Is Accountable When Public Sector AI Goes Wrong?
Who's accountable when public sector AI goes wrong? Kayla Vondy on transparency, trust, and why inclusion can't be an afterthought.
Thomas Walker · 7 May 2026
Shadow AI Is the New Shadow IT - And Boards Are Already Behind
Shadow AI is putting enterprise data at risk - and most boards don't know it's happening. Learn why this matters, and how to get ahead of it.
Thomas Walker · 6 May 2026
Your CX Stack Is Compliant - But Still Exposing Customer Data at Every Interaction
A passed audit doesn't protect customer data. See where CX stacks expose sensitive data - and how to close the gaps now.
Thomas Walker · 5 May 2026
Access to Anthropic's Mythos AI Model Intensifies Cybersecurity Pressure on CX Systems
Japan launches a financial task force as Anthropic’s Mythos AI highlights rising cybersecurity risks, faster exploits, and pressure on CX systems.
Nicole Willing · 24 Apr 2026
Vercel's Breach Is a Warning—"Shadow AI" Risks to CX Are Escalating
Shadow AI tools are creating hidden security risks for enterprises. Vercel's recent breach emphasizes the growing threat to customer data.
Nicole Willing · 23 Apr 2026
Vodafone Business and Google Cloud Launch AI and Cybersecurity Tools for SMBs as Cyber Risks Rise
Vodafone Business partners with Google Cloud to deliver AI-driven CX tools and cybersecurity solutions, helping European SMBs improve resilience.
Nicole Willing · 22 Apr 2026
Microsoft Warns CX Leaders Agentic AI Demands a New Approach to Security
As agentic AI transforms customer experience, Microsoft's Digital Trust Summit emphasized the cybersecurity risks leaders must address.
Nicole Willing · 17 Apr 2026
Cisco Nears $350M Deal for AI Security Startup – Should Contact Centers Be Paying Attention?
Cisco's reported $350M acquisition of Astrix Security highlights growing AI agent security risks in contact centers.
Rhys Fisher · 13 Apr 2026
How to Build AI Audit Trails That Stand Up to Regulatory Scrutiny
Learn how to build an AI audit trail with decision logging, transparency evidence, and governance controls so enterprise AI stays audit ready.
Thomas Walker · 3 Apr 2026
Cisco's Salesforce CRM Breach Puts Three Million Customer Records at Risk
ShinyHunters claims to have stolen over 3M Salesforce records from Cisco in a vishing-led attack. Here's what CX and CRM leaders need to know
Rhys Fisher · 2 Apr 2026
ThreatLocker CEO Calls BS on "Sophisticated" Cyberattacks
ThreatLocker CEO Danny Jenkins explains why and how basic security controls can prevent up to 96% of breaches.
Rhys Fisher · 31 Mar 2026
Crogl Report Finds Enterprises Facing 16 Cyber Attacks a Year Amid Alert Overload
Enterprises face 16 cyber attacks a year and 4,000+ daily alerts, as Crogl warns alert overload and AI-driven threats are pushing SecOps to the limit.
Francesca Roche · 24 Mar 2026
Big CX News from Verint, Salesforce, Santander & Mastercard
The latest major CX news from Verint, Salesforce, US Congress, Santander & Mastercard
Rhys Fisher · 6 Mar 2026
Pragmatic AI vs. "Science Projects": How to Fix Broken Customer Experiences
In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product ...
Nicole Willing · 5 Mar 2026
SAP and Uptycs Launch Hybrid AI Security Model for Enterprise
SAP and Uptycs integrate verifiable AI analysts to improve enterprise security, transparency, and governance in cloud environments.
Francesca Roche · 5 Mar 2026
Fashion Complaints Hit 18,000 as AI Supercharges Retail Scams
AI retail scams drove nearly 18,000 fashion complaints in 2025. Here's what the 21% spike means for consumers and retail CX.
Rhys Fisher · 23 Feb 2026Big CX News from Salesforce, Canada Goose, SAP, Unilever & Google Cloud
Salesforce completes ten acquisitions in six months, Canada Goose investigates a data breach, SAP rebrands Emarsys, and Unilever joins Google Cloud.
Rhys Fisher · 20 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 · 18 Feb 2026
The Agentic AI Cost Problem: Calculating TCO for Agentic AI
Wondering how much agentic AI costs a modern enterprise? Here's everything you need to calculate the TCO of your deployment.
Rebekah Carter · 17 Feb 2026
Incident Response for CX: Why Your Worst Day Is a Customer Experience Moment
How you handle incident response for CX influences more than you'd think. Make sure you're ready for anything.
Rebekah Carter · 17 Feb 2026
Buying a CX Platform? 15 Security & Compliance Checks Every Enterprise Must Make
A practical CX security, privacy and compliance checklist to help buyers evaluate vendors, reduce risk, and protect customer data.
Thomas Walker · 14 Feb 2026
How Leading CX Teams Actually Protect Customer Data: Security & Compliance Use Cases That Matter in 2026
Learn how enterprises apply CX privacy, governance, and compliance tools to reduce risk and deliver measurable ROI.
Thomas Walker · 14 Feb 2026
Which CX Security Events Should Leaders Attend in 2026? The Conferences Shaping Data Protection & Compliance
Explore the top CX security, privacy and compliance events in 2026, covering cloud security, identity, AI risk and regulations.
Thomas Walker · 14 Feb 2026
How Secure Is Your Customer Experience in 2026? The Ultimate Guide to CX Security, Privacy & Compliance
CX (customer experience) has always been built on trust. But in today’s digital-first world, trust is no longer just about polite agents or fast response tim...
Thomas Walker · 14 Feb 2026
When AI Agents Take Actions: The New Identity, Access & Audit Crisis in Customer Experience
As AI agents gain authority to act, enterprises face rising risks around identity, access control, audit gaps, and account takeover fraud.
Nicole Willing · 12 Feb 2026
No Breach, Real Risk: The Data Privacy Threats CX Leaders Can’t Ignore
Nicole Willing is joined by Ron Zayas, CEO of Ironwall by Incogni, to discuss why "no breach" doesn't necessarily mean "no risk".
Nicole Willing · 12 Feb 2026
NiCE Declares War on Deepfake Fraud with Expanded Pindrop Partnership
NICE embeds Pindrop's fraud detection into CXone with native integration. Real-time deepfake defense and voice authentication now available as AI voice fraud surges 245%
Rhys Fisher · 4 Feb 2026
Security Flaw in AI Agent Social Network Moltbook Exposes Risks in AI-Built Platforms
A database exposure in AI agent social network Moltbook highlights emerging security, and trust risks for AI-driven customer experience.
Nicole Willing · 3 Feb 2026
Why Google's Eavesdropping Settlement Should Worry CX Leaders
Google settles $68M lawsuit over Assistant eavesdropping claims. Why contact centers must urgently address voice AI privacy to maintain customer trust.
Rhys Fisher · 27 Jan 2026