Aug 3, 2026 · 53 min · 9 segments
AI is making cyber attacks easier to scale, more personalized, and harder to spot, and that’s showing up directly in the contact center. In this CX Today panel, Nicole Willing is joined by Miguel…
Miguel FornesGuest
Ron ZayasGuest
Randy LaymanGuest
Nicole WillingHost
Today's panel focuses on how AI is accelerating cyberattacks and what that means for customer journeys and frontline experience.
We're seeing attackers adopt AI to scale and refine tactics like account takeover and social engineering.
That shift is changing not only the threat landscape, but also the cost, complexity, and emotional toll on customer-facing teams.
So we'll explore how these threats are evolving, what it means for detection and response, and how enterprises can protect both customers and employees without adding friction to the experience.
Read the full transcript.
Create an account to read the whole episode, search across every transcript, and follow the shows you care about.
Today's panel focuses on how AI is accelerating cyberattacks and what that means for customer journeys and frontline experience.
We're seeing attackers adopt AI to scale and refine tactics like account takeover and social engineering.
That shift is changing not only the threat landscape, but also the cost, complexity, and emotional toll on customer-facing teams.
So we'll explore how these threats are evolving, what it means for detection and response, and how enterprises can protect both customers and employees without adding friction to the experience.
