... COMPLIANCE HAS AS MUCH TO DO WITH CUSTOM- ER SERVICE AND BRANDING POLICIES AS WITH INFRA- STRUCTURE.
COMPLIANCE
BY TOD CHISHOLM, IFT( INTEGRATED FINANCIAL TECHNOLOGIES)
ILLUSTRATION PROVIDED BY ADOBE STOCK
COMPLIANCE AS A CX IMPERATIVE HOW TO SECURELY DELIVER EXCELLENT CXs.
Compliance with laws, regulations, requirements, and standards to ensure cybersecurity and customer privacy has long been seen as the purview of security officers or IT directors, who usually focus on risk assessments and technology requirements.
In the modern contact center, compliance has as much to do with customer service and branding policies as with infrastructure. It determines how customer care teams:
• Manage and store data.
• Develop effective workflows.
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• Craft scripts and prompts.
• Leverage performance analytics.
• Maintain their brands for both inhouse and outsourced environments.
For good reason. Threat actors have long tried to exploit the vulnerabilities of the contact center:
• In 2025 alone, there were reports of high-profile companies beset by major data security violations. These include a Zscaler incident involving a third-party AI support agent that resulted in stolen customer details, emails, and case information.
• Other victims of customer data breaches included Quantas’ offshore billing organization, and Episource Healthcare Billing, plus a roster of companies from Google to Adidas, all exposed by an exhaustive Salesforce. com breach( source: FortifyData).
... COMPLIANCE HAS AS MUCH TO DO WITH CUSTOM- ER SERVICE AND BRANDING POLICIES AS WITH INFRA- STRUCTURE.