SPOTLIGHT: Protecting Customer Trust in the Age of AI
KPMG Flags AI’s Enterprise Execution Gap
KPMG says enterprise AI is scaling fast, but weak governance, trust, and operating models still limit transformation outcomes.
Rob Wilkinson · 18 Jun 2026
IBM Vs ServiceNow, Who Owns Agentic AI Governance?
IBM Guardium and ServiceNow AI Control Tower take different routes to agentic AI governance, visibility, compliance, and enterprise control.
Rob Wilkinson · 17 Jun 2026
U.S. Lawmakers Question JetBlue Over Customer Data Use in Dynamic Pricing
U.S. Congressmen probe JetBlue’s AI-driven pricing and customer data practices, highlighting CX concerns around transparency and fairness.
Nicole Willing · 22 Apr 2026
US Federal Court Halts Government Action Against Anthropic as Brand Reputation Concerns Grow
A federal judge blocks the Anthropic designation and highlights the CX and brand reputation risks of government disputes.
Francesca Roche · 30 Mar 2026
SK Telecom Looks to Rebuild Customer Trust With New CX Unit After Data Breach
SK Telecom launches a new CX strategy after its data breach, expanding outreach and trust initiatives to rebuild confidence.
Nicole Willing · 18 Mar 2026
U.K. Fraud Strategy Highlights Prevention as Industry Pushes for Better Data Sharing
U.K. launches fraud strategy focused on prevention and disruption as industry calls for stronger data sharing to tackle customer threats.
Nicole Willing · 9 Mar 2026
CX Dominates G2's Agentic AI List, Makes up 6 of Top 10
G2’s 2026 Agentic AI rankings highlight Fin by Intercom, Zendesk, and Genesys Cloud CX, pointing to early agent adoption in customer support.
Rob Wilkinson · 27 Feb 2026
Who is Liable When AI Agents Go Rogue?
Agentic AI is shifting from content generation to real-world execution - bringing new security, liability, and governance risks.
Nicole Willing · 26 Feb 2026
Lost in Translation: Why Your Chatbot Might Be Misleading Customers
New research reveals a ‘translation gap’ in how AI and humans interpret probability. Learn why vague chatbot language could be hurting your CX.
Rob Wilkinson · 25 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 · 24 Feb 2026
What Moltbook Reveals About the Hidden Security Risks of Autonomous AI Agents
Sarrafi argues that enterprises must stop trusting the LLM to police itself. Instead, he advocates for treating agents as "digital employees".
Nicole Willing · 24 Feb 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 2026
McKinsey’s State Of AI: The Scaling Gap Is Now CX’s Problem
McKinsey’s State of AI in 2025 shows 88% AI adoption, rising AI agents, and a scaling gap. Here’s what CX and ops leaders should do in 2026.
Rob Wilkinson · 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 · 18 Feb 2026
Industrial Cyber Threats Put Customer Trust on the Line
Industrial cyberattacks surged in 2025, blurring the line between IT security incidents and service disruptions affecting customer trust.
Nicole Willing · 18 Feb 2026
AI Readiness In CX: Why Most Teams Can’t Escape The POC Trap
Martin Hill-Wilson of Brainfood Consulting explains AI readiness in CX, why POCs stall, and how data, governance, and trust shape real AI value.
Rob Wilkinson · 18 Feb 2026
BNP Paribas Backs AI Startup Incio, Here’s The CX Catch
BNP Paribas Personal Finance UK partners with Inicio AI to embed Budgie in the Creation Finance app, testing AI affordability journeys and CX impact.
Rob Wilkinson · 17 Feb 2026
Global Tech Giants Form Trusted Tech Alliance To Rebuild Customer Trust Across the Stack
Fifteen global technology leaders unveil the Trusted Tech Alliance, aligning on shared principles to boost security and customer trust.
Nicole Willing · 16 Feb 2026
Starmer Targets Addictive Social UX, CX Leaders Must Not Ignore
Keir Starmer signals tougher online safety rules for AI chatbots and youth protections. What it means for CX leaders, vendors, and ops.
Rob Wilkinson · 16 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
AI Agents + Humans: Lloyds, Mastercard, and Others Lead Agentic AI Adoption
Lloyds, Mastercard, Bank of Valletta, CommBank, and Nationwide show how agentic AI and hybrid teams are reshaping banking CX, from fraud to mortgages.
Rob Wilkinson · 10 Feb 2026
Why Kore.ai Thinks AI ROI Finally Has A Clear Path
Kore.ai CEO Raj Koneru discusses AllianceBernstein investment, agent-first enterprise AI, and what it means for regulated CX, ROI, and scale.
Rob Wilkinson · 10 Feb 2026
Amazon’s AgentCore Moment: Letting Contact Center AI Finally Go Off Script
Amazon’s Q4 2025 earnings spotlight Bedrock AgentCore and agentic AI, signaling a shift from scripted bots to governed autonomous agents in the contact center.
Rob Wilkinson · 9 Feb 2026
EU AI Act: Why The 2026 Reckoning for CX Is Global
It is February 2026. The year of experimentation is over, and the year of enforcement has begun. For the last two years, Customer Experience (CX) leaders hav...
Rob Wilkinson · 5 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
As AI Adoption Accelerates, Customer Trust Is at Risk
AI adoption is accelerating, but inconsistent outputs, data risks, and fast updates are putting customer trust and experience on the line.
Nicole Willing · 4 Feb 2026
The California Transparency Act: What Does This Mean for CX?
The Transparency in Frontier Artificial Intelligence Act has taken effect as the first state-level AI law in the US, regulating safety and transparency in AI...
Francesca Roche · 3 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
Deepfakes Are Entering the Talent Pool, Putting Customer Trust at Risk
AI-powered deepfake candidates are slipping into hiring pipelines, threatening customer trust and CX operations.
Nicole Willing · 2 Feb 2026
SoftBank System Glitch Highlights Why Identity Is a CX Problem
A software error at SoftBank mixed up customer identities, highlighting the impact of data privacy and identity management on customer trust.
Nicole Willing · 29 Jan 2026
Data Privacy Day 2026: Trust Is The New Battleground As Security Threats Grow
Industry leaders warn that consumer trust is fragile, compliance gaps persist, and AI-driven risks are reshaping data protection priorities.
Nicole Willing · 28 Jan 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