Can Your CX Vendor Pass the Risk Test? The Due Diligence Reality Check

How can CX leaders buy AI responsibly without exposing their business, customers, or data to unnecessary risk?In this CX Today roundtable, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey, Mary Ann Miller, Fraud & Cybercrime Executive Advisor and VP of Client Experience at Prove, and Michael Machado, CISO at RingCentral, about what responsible AI vendor due diligence should look like in customer experience.The discussion explores why AI procurement can no longer rely on standard vendor checklists, how businesses should assess data sensitivity, where liability sits under complex processing chains, and why security, legal, privacy, and operational teams need to work together before AI tools go live.The panel also discusses shadow AI, autonomous agents, data leakage, GDPR exposure, sub-processor transparency, and the shared responsibility model between vendors and customers.The message for CX and contact center leaders is clear: AI due diligence is about buying responsibility as much as it is about buying functionality.For more Customer Experience tech news visit https://www.cxtoday.com