Enterprises' unmonitored use of “shadow AI” tools—where employees independently adopt AI solutions without centralized governance—is escalating security risks that can expose sensitive customer data and disrupt customer experience (CX). The recent Vercel breach, caused by a compromised third-party AI tool connected to an employee account, illustrates how shadow AI can serve as an unguarded access point for cyberattacks, emphasizing the need for enterprises to improve visibility, governance, and coordination between security and customer-facing teams to protect CX effectively.
