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
From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call
Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes , about the changing enterprise recording market and why native recording alone ...
Marcus Law · 23 Sept 2026
Five Signs Your Payment Journey Is Losing Customers
Contact centers invest heavily in guiding customers to a buying decision, then leave them alone at the payment step. SequenceShift's Dmitri Muntean and Dan Bloy explain the warning signs that disconnected payment journeys are causing abandonment and lost revenue, and how to fix them
Nicole Willing · 22 Sept 2026
The EU AI Act Is a CX Problem Now
The EU AI Act , which came into effect on August 2, can seem like a legal or compliance issue, best handled by specialist teams or the people developing AI m...
Nicole Willing · 22 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
Cybersecurity Roundup: Who Controls the Data, Identity and AI Agents Is the New Battleground
AI agents, cloud identity tokens and data sovereignty concerns are reshaping cybersecurity as enterprises race to regain control.
Nicole Willing · 16 Sept 2026
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
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
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 28 Aug 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 2026Big 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 · 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 · 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
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 2026Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 14 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
Cisco Resolves 145,000 Support Cases Using Agentic AI
Cisco says agentic AI resolved 145,000 support cases, revealing CX potential alongside mounting infrastructure and pricing pressures.
Francesca Roche · 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
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 11 Aug 2026Big 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
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
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
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
CX Has a Readiness Problem, Not an AI Problem
Avaya, IBM, Red Hat, and Gartner reveal why legacy CX architecture, slow security patching, and AI deployment readiness now matter most.
Rob Wilkinson · 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
Why Is My CRM Vendor Cold-Calling My Super Admins?
HubSpot sales reps are cold-calling customer super admins to pitch prospecting tools. Days after its data enrichment U-turn, is your admin list now sales data?
Rob Scott · 17 Jul 2026
Big CX News from Gartner, Genesys, Sprinklr & IBM
The latest news and insights from the biggest vendors in the CX space, including: Gartner, Genesys, Sprinklr & IBM
Rhys Fisher · 17 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
Why Your AI Pilots Are Losing Trust
Learn why promising AI pilots become harder to trust when they reach complex customer journeys, and how CX leaders can build trust.
Francesca Roche · 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
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 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 2026Big 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
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