Learn how Chief Customer Officers like Eva Klein bridge the visibility to control gap in AI security to drive customer success and data operationalization.
The most common mistake leaders make is assuming that 'visibility'—just seeing where the data is—is enough to keep customers happy. But there is a massive 'visibility to control gap' that is frustrating your customer base; your role is no longer just about onboarding and retention, but helping customers operationalize data security so they can move from 'seeing' a threat to 'acting' on it with confidence.
Pull together a range of sources around how, as a chief customer officer, i can hemp build narratives that help my customer base understand the intersection of AI and security
In the modern AI era, the role of a Chief Customer Officer (CCO) has evolved beyond traditional onboarding and retention. As seen with Eva Klein at Forcepoint, a CCO must now help customers operationalize data security to achieve measurable outcomes. This involves moving past standard customer success playbooks to ensure that security measures actually work as the risk landscape changes, particularly as organizations adopt agentic AI and navigate complex cloud environments.
The visibility to control gap is a significant challenge where customers can see potential risks but feel powerless to stop them in real time. While many leaders assume providing visibility is enough to maintain customer satisfaction, the rapid scale of AI adoption requires more. Bridging this gap means helping customers move from simply seeing a threat to acting on it with confidence, ensuring their security investments lead to actual control over sensitive data.
Forcepoint is addressing the shifting security landscape by bringing on experienced leaders like Eva Klein to lead their global customer success organization. The company recognizes that in the age of agentic AI and synthetic data, customers no longer measure security by individual features. Instead, they focus on whether security solutions can be operationalized to protect sensitive data across SaaS applications and cloud platforms while closing the gap between visibility and real-time control.
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