Uncovering the Cybersecurity Threat: How Attackers Infiltrated 700 Organizations Through Approved CX Platforms

In the digital age, customer experience (CX) platforms play a crucial role in processing vast amounts of unstructured data. This includes survey responses, online reviews, social media interactions, and call center transcripts, all of which are fed into AI engines to trigger automated workflows that interact with various systems such as payroll, CRM, and payment systems. However, the security of these platforms is often overlooked, leaving them vulnerable to cyber attacks.

A significant breach in August 2025 involving Salesloft and Drift highlighted the risks associated with compromised CX platforms. Attackers were able to access sensitive information from organizations like Cloudflare, Palo Alto Networks, and Zscaler by exploiting vulnerabilities in these platforms. The incident underscored the need for better security measures to protect against data breaches and unauthorized access.

Despite the prevalence of data loss prevention (DLP) programs in organizations, a mere 6% have dedicated resources to address potential security gaps in CX platforms. This lack of focus on securing AI-powered workflows has created opportunities for attackers to exploit weaknesses in the system. As a result, the majority of interactive intrusions now occur through legitimate access channels rather than traditional malware methods.

Security experts emphasize the importance of recognizing experience management platforms as critical components of the security stack, rather than mere survey tools. These platforms are increasingly interconnected with essential systems like HRIS, CRM, and compensation engines, making them prime targets for cyber attacks. Organizations must prioritize input integrity and data security to prevent unauthorized access and data breaches.

VentureBeat’s interviews with security leaders have revealed six common blind spots between the security stack and AI engines in CX platforms. These include issues such as unstructured data leaving the system undetected, live API tokens from past campaigns posing security risks, and lack of bot mitigation for public input channels. Addressing these vulnerabilities requires a holistic approach to security that covers all aspects of the CX platform’s operations.

To bridge the gap between security and AI engines in CX platforms, organizations must implement continuous monitoring, real-time visibility into misconfigurations, and automated protection mechanisms. By integrating posture management tools with CX platforms and enforcing strict access controls, security teams can enhance their ability to detect and prevent potential threats effectively.

In conclusion, the security of CX platforms is a critical concern for organizations in the digital age. By addressing the inherent vulnerabilities and blind spots in these systems, companies can strengthen their defenses against cyber attacks and safeguard sensitive data. Proactive measures, such as regular audits and monitoring of user activity, are essential to maintaining a secure and resilient CX infrastructure.