Regulators now expect proof behind every claim about what automation does for customers. CX leaders hold that evidence. Few have been asked for it.

The Gist

Disclosure gap. AI risk mentions in annual filings jumped from 4% of companies in 2020 to 43% in 2024, but most lack a plan to address those risks.

Metric backfired. Presto Automation's reported non-intervention rate left out offshore human agents, and the SEC treated the figure as misleading.

CX owns proof. Customer experience leaders are best placed to define, measure and defend what customer-facing AI actually does.

I have spent more than 20 years inside enterprise technology and global services — Oracle, Samsung, Ericsson, E2open, and a long list of high technology industrial clients since — and I have read a great deal of corporate reporting in that time.…