When headlines scream "data leak" but companies claim "no breach," customers are left confused—and trust takes a hit. In this CX Today interview, Ron Zayas, CEO of Ironwall by Incogni, explains why a recent Instagram incident is a wake-up call for CX leaders, arguing that technical security definitions often miss the reality of "cumulative risk."
Zayas delivers a stark warning: risk is no longer just about stolen passwords. He explains how aggregated identity data—even without a confirmed system breach—allows bad actors to build detailed profiles for phishing and impersonation. He compares holding customer data to a bank holding money: if a bank is careless with security, customers will withdraw their assets regardless of whether their specific dollar was stolen.
The conversation also covers the critical role of crisis communication. Zayas advises leaders to resist the urge to downplay incidents or hide behind legal technicalities. Instead, he advocates for treating data like currency, minimizing third-party sharing, and offering customers concrete, practical advice when their data is exposed.
