TBW ADVISORS LLC

Tag: AI

Whisper Report: What’s the biggest AI risk in HR no one talks about?
Published to clients: November 28, 2025 ID: TBW2098

Published to Readers: December 1, 2025

Public Release Date: April 13, 2026

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract

This Whisper Report reveals nine overlooked AI risks in HR—from loss of human connection and identity challenges to compliance, data quality, and black-box concerns. Insights from HRTech2025 experts stress the need for ethical design, integrated systems, and AI literacy to safeguard trust and organizational resilience.

Target Audience Titles:
- Chief Human Resources Officer (CHRO), Chief People Officer (CPO), Chief Technology Officer (CTO), Chief Information Officer (CIO), Chief Data & Analytics Officer (CDAO)
- VP of HR Technology, VP of Talent Management, Director of HRIS (Human Resource Information Systems), Director of Data Privacy & Compliance
- HR Technology Manager, HRIS Analyst, Data Scientist (HR Analytics), AI Ethics Specialist
Key Takeaways
- Keep humans in HR: Overreliance on AI erodes trust and relationships—HR must preserve human touchpoints for employee engagement.
- Protect identity and ethics: AI adoption impacts employee identity; embed responsible AI design and ethical standards from the start.
- Secure and integrate systems: Data security lapses and fragmented AI tools increase risk—prioritize compliance and cohesive integration.
- Invest in AI literacy: Lack of training leads to misuse; HR teams need prompt engineering and clear goals for effective AI use.
What’s the biggest AI risk in HR no one talks about?

We took the most frequently asked and most urgent technology questions straight to the human resource technology professionals gathering at HRTECH2025 held in Las Vegas. This Whisper Report addresses the question regarding the biggest AI risk in HR no one talks about? Figure 1 displays the nine risks we will now discuss.

Figure 1. Nine Hidden AI risks in HR No One Talks About

1.      Loss of Human Connection & Trust

Human resources is all about managing the employees of an organization. It is one of the most critical relationships an organization has. Fountain’s Bastian Botella raises one very concerning risk. “It’s the loss of trust between employees and the company. AI is all over right anywhere from the hiring phase down to retention communication tools everywhere. Okay. At some point and I think it’s going to be sooner rather than later all employees will figure out that the human has been removed from all processes. Removed from interviews, removed from communication, removed from any touch points that they have with their employer.” BambooHR’s Paul Swenson is on the same page. “I see in HR is the over reliance on AI. HR is all about people, right? Like interacting with people and AI can sometimes pull you away from that. So HR needs to stay close to the people. Build relationships with the people that they work with in their companies. But sometimes I think an over reliance on AI can lead to people not doing as much of that which is really the bread and butter of what HR is good at and what they excel at. Right? So as we use AI we need to make sure that we’re you know remaining consistent with our relationships with the people at our companies and providing great employee experiences for our people.” In other words, let’s keeps the humans in humans resource management!

2.      Identity & Psychological Impact

HRTech2025’s opening keynote speaker, FranklinCovey Leadership’s Patrick Leddin observed, “a lot of people in the organization find a lot of value in the work they’re doing. It isn’t just about replacing a task and giving somebody a new task or saying this is going to be something that generative AI is going to do and you you’ll be able to do more analysis. It’s recognizing that people’s sense of self is often times connected to their work and if you take that away from them, how are you going to help them find their new identity?” Given that one of the first questions a stranger asks outside of your name is your profession, it is easy to understand how one’s profession is tied to one’s identity. What is a software engineer who no longer writes code but monitors the AI writing code?

3.      Identity Responsible AI & Design Standards

Our next risk came from Eightfold AI’s Michael Dunne. “Great concern that should be attention given to is responsible AI by design.” Many of the critical aspects of a solution need to be thought of from the very beginning. TBW Advisors LLC repeatedly reminds one that security, privacy, and accessibility cannot be an afterthought. Ethical AI is right in the center and a critical part of the predesign work. Michael continued, “You having this bloom of hype around AI and the possibilities. There’s a lot of excitement but one is always take into account then how was this system built from the start and so what I like to say is people should look at their providers and see has this been done by design which means have they done understandings about managing the data what’s called feature sets and how it goes in for recommendations also understand whether the right certifications have been done around data privacy data residency and controls around the use of AI. One is for developing applications being consumers of applications and the use of that data. And you’ll see that now with a number of standards that have come out a lot of people pay attention about the EU AI act. There’s also ISO 420001.” Thus the organization’s ethical stance on how to use the data and AI should be defined in conjunction with your security and privacy policies.

4.      Data Security & Compliance Risks

With AI comes a lot of data and information. Darwinbox’s Eli Kameron warns that, “people are sending their data all over the place without even thinking about security. This was a problem already with APIs and it is going to explode with agentic AI particularly folks using MCP protocol servers. So a lot of folks are not thinking about the risks and the compliance risks that they are exposing themselves to when they send data everywhere.” Just because it will take your data, doesn’t mean you should be sharing it with the application. Even lower tiered paid models do not provide the privacy expected by many enterprises.

5.      Fragmented & Siloed AI Systems

Risk number five comes to us from Benifex’s Joe Sears. “All these different AI agents out there with different functionality. But each of these companies has their own thing that they’re doing and we need to keep that message joined up and all of the different AI needs to talk to one another. If we can integrate our AI capabilities with the wider AI capabilities that are going on, then that’s going to be that best experience for the employee.” In other words, much like what we saw with commercial UAV’s in the enterprise, AI systems are popping up by function within organizations. Enterprises should take a cohesive desired solutions approach to achieve the best ROI with their AI investments. If AI and your data is becoming siloed in your organization, be sure to schedule your inquiry with your TBW Advisors LLC’s analyst. We can provide you guidance based on first hand experience that is sure to make the difference even is the work is outsourced.

6.      Liability & Legal Risk from Misuse

One concerning risk was highlighted by Paychex’s Nathan Shapiro. “Over reliance on AI and even furthermore folks outside HR trying to practice because lacking the expertise can lead to dangerous things. The democratization of AI and the proliferation is fantastic and is going to really change the way we work. But lacking that expertise can run you into some significant challenges and liability. Just think about asking AI for guidance on a termination scenario with an employee and lacking the expertise to know that their age is really critical for discrimination law. What jurisdiction is going to rule on that and the liability it could create?” As long as worker’s have rights and the AI isn’t training on the complexities and nuances of those rights, it may be best to keep seasoned professionals as the humans in the loop!

7.      Lack of AI Literacy & Training

A tool is only useful if it is used and used properly. As Attensi’s Joanna Akar denoted, a huge risk in, “AI is actually not having the knowledge on how to use it. If you don’t know how to prompt engineer or use AI or Gen AI or whatever type of AI you’re using within your day-to-day. If we fall

you risk not being able to follow the trend, not being able to be more efficient within the learning environment. So, it’s super important that HR people are trained in how to prompt AI or prompt engineering to make sure that they’re utilizing it in the best way possible to get the most return on investment that they can get out of their people.” Lollipop’s Jonathan Ferrell shared very similar concerns. “Lack of understanding on what AI is and what it isn’t. I think a lot of people recognize how quickly it’s able to solve immediate tasks and maybe make it feel like it’s a more complex task, but what really matters is what you’re trying to accomplish. And if you don’t know upfront what you’re trying to accomplish, you could really go in the wrong direction.” Thus to minimize this risk, start with the problem and learn how to communicate with the specific AI you are using for best results!

8.      Data Quality & Model Reliability

One Model’s Phil Schrader reports our next risk. “Data quality. The AI is going to be able to answer questions in new ways for organizations. But if you don’t have a quality data model to feed into it or quality reliable tools for it to use, it is going to generate noise, it is going to generate nonsense that actually moves you backward.” Or as previously highlighted in Whisper Report: What are the biggest challenges of Using Gen AI in Logistics?, you put garbage data in you get garbage out. Without quality data, it is not possible to get reliable answers.

9.      AI is a black box

The final risk should come as no surprise from anyone but is always important to remember. Aptia USA’s Jeff Williams reminds all, “AI is a black box the way it’s permeating everything we do on an everyday basis. And think about how little each of us really understand about what AI is, how it’s generating the answers it’s generating, and the advice it’s dispensing, and the actions that are being taken as a result. I think the fact that we are lumping AI together for things as simple as a chatbot and things as complex as fully generative large language models. I think kind of lumping all that together, calling it AI and expecting to solve all of our problems without really knowing what’s feeding it underneath, I think is a big un-discussed risk that we really need to address.” Clients will recall a similar warning arrived in Whisper Report: What’s the biggest Cybersecurity Myth in 2025? One of the biggest requirements to shine the light on the black boxes are logs. Let’s make 2026 the year all AI systems are required to provide immutable logs.

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©2019-2026 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, Whisper Club, Whispers, The Answer is always in the Whispers, Vegas Convention Library, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
November 28, 2025
Whisper Report: What’s one casino innovation you wish existed today?
Published to clients: November 20, 2025 ID: TBW2107

Published to Readers: November 21, 2025

Whisper Email Release:

Public Release Date:

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

“This Whisper Report explores the most desired casino innovations identified at G2E 2025. Industry experts highlighted two key areas: operational improvements for casinos—such as seamless system integration and cross-platform play—and enhanced player experiences through biometric authentication, personalized VIP services, and engagement strategies. These insights reveal opportunities for transformation and differentiation in gaming technology.”

Target Audience Titles:
- Chief Information Officer (CIO), Chief Operations Officer (COO), Vice President of Gaming Technology
- Chief Data Officer, Chief Technology Officer, VP of Gaming Technology, Director of Gaming Technology, Chief AI Officer
- Casino Systems Engineer, Gaming Platform Developer, Security & Compliance Analyst
Key Takeaways
- Casino operators want seamless integration across systems, from cage operations to ERP, eliminating manual QA and enabling true plug-and-play functionality.
- Cross-platform gaming—switching between land-based and online play without disruption—is a top innovation priority for industry leaders.
- Biometric authentication is seen as critical for secure, personalized player experiences and streamlined identity verification.
- Personalized VIP experiences for mid-tier players, including concierge-style services, could transform engagement and loyalty in casinos.
What’s one casino innovation you wish existed today?

We took the most frequently asked and most urgent technology questions straight to the operation engineers and technology professionals gathering at the Global Gaming Expo held in Las Vegas better known as G2E 2025. This Whisper Report addresses the question regarding one casino innovation you wish existed today? The innovations are divided into two categories. First those focused on the casino itself and second those focused on the player experiences as depicted in Figure 1.

For Casinos

The first group of desired technology applies to the casinos themselves. CCT’s Wanor Franca’s focus is on the money trail. “It’s the ability to track your cage operations all the way through a revenue audit into your ERP. No solution is connecting all the data sources.” This integration issue is a common issue as Druvstar’s Melissa Aarskaug highlighted, “One innovation I wish the industry had was simple integration. Everything was plug and play and as soon as it was in implemented, it just worked. We didn’t have to do any QA testing. It just plugs and plays.” Diving in further, Incisor’s Aaron Jones highlighted, “seamless play between playing a land-based game and being able to play that game online.” Sounds like the entire industry could use a significant transformation and standardization. TBW Advisors LLC provides significant first-hand experience on digital transformation so be sure to schedule your inquiries if those integrations are bogging you down.

For the players

Attendees at G2E also had ideas of much wanted technology innovations that directly affect players. For one, Seon’s Matt DeLauro believes, “A casino innovation that I wish existed today would be more biometric authentication for players.” Additional research concerning biometric identification and authentication can be located in our coverage of ISC West and Identiverse.

Once the casino knows who the player is through advanced biometric authentication, Relay’s Chris Chuang believes more players could feel special. “I feel like uh there was a way that casinos could use technology to really bring the VIP experience to every gamer, right? People want to come to Vegas and feel like a VIP. Of course, they have that for the high rollers, but how do you personalize a VIP experience for the pre high rollers who are not quite there but maybe on their way.” But what exactly would that look like? Chris continues, “I think that that would involve different ways to welcome guests to make the check-in experiences more lux and personal. Maybe a personal concierge.” A personal concierge. Looks like Continent 8 Technologies’ Justin Cosnett was on the same page. “Making sure that players don’t have a bad experience. Yes, they’re going to lose money over the longtime lifetime, but the worst thing you could possibly see is players who will come, they’ll try a game for the first time or try a website for the first time, and if their experience is all loss very quickly over a short period of time. The thing that needs to really happen is people’s back offices making sure that players can actually enjoy themselves over a longer period of time rather than being short sharp .” Of course if you are going to dream of the idea casino innovation Plotline’s Erik Regan said what we are all truly thinking. “What’s one casino innovation you wish existed today? Unlimited free play!” That’s right unlimited free play – if you are going to dream – why not dream big!

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©2019-2026 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, Whisper Club, and One Change a Month, Vegas Convention Library; Leading Professionals, Real Questions, Real Time, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
November 20, 2025
Conference Whispers: Put Data First 2025
Las Vegas, NV October 27- October 29

Published to clients: November 3, 2025 ID: TBW2121

Published to readers: November 4, 2025 am

Published to Email Whispers: November 4, 2025

Public with video edition: November 5, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract

Put Data First’s Inaugural event brought together a few hundred ranging from deep learning AI experts and data enthusiasts for in-depth, detailed conversations. Sponsoring vendors had demonstrations on-site to enable tangibility to their product capabilities. The event featured 23 round tables as opposed to keynotes and speakers providing an intellectually satisfying and successful networking experience for those involved.

Coverage on Computer Talk Radio

The Conference
- The inaugural Put Data First made an impressive splash featuring AI experts with a long-standing track record in deep learning. This led to deep and insightful conversations by all.
- Featuring 23 round tables, vendors at the show were prepared to show product demonstrations to attendees.
Cautions
- Friendly reminder: this research provides examples of what was shared with us at the event, not an evaluation, validation, or recommendation of the given technology.
Conference Vibe

After 3,000 steps, 30 videos, over 30 minutes of content including demos and a livestream, and a handful of fact checks, our coverage of the inaugural Put Data First held at Planet Hollywood in Las Vegas closes. Registration was easy to find once inside the conference section of Planet Hollywood. Rather than endless keynote speakers, this event featured approximately 23 round tables. In addition, vendors had demonstrations so one could tangibly understand the products. What I enjoyed most was the fact that the event was full of those with deep expertise in deep learning leading to deep conversations about the state and future of various forms of AI in our enterprises and society at large. Enjoy the walkabout of the conference space.

We once again live streamed from on site. On Tuesday requesting those attending to find me to answer Questions 1-3, to introduce all to TBW Advisors LLC, and requesting assistance. Specifically, I requested assistance on your favorite videos for my segment on the November 14th broadcast edition of Computer Talk Radio.

While at Put Data First 2025, we conducted research for three additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.
Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: Put Data First Playlist in its entirety. The playlist will be sited in the end screen, description, and as a pinned comment of the video edition.

The video edition will conclude with gratitude towards those that contributed and a montage of responses to Question 4, “What’s the best part about attending the combination event live in Vegas?”

Vendors and Demos

As mentioned earlier, Put Data First vendors didn’t just show up, but showed up with demonstrations many of which we were able to capture. Kicking things off as many do with an Agentic Workshop for your leadership teams to get your organization on the right path. Led by established AI author, Neil W. Smith, his demonstrations were live conversations with those that attended and at the round tables.

Putting data first, we will start with Mend.io whose platform can secure you application data. The demonstration shows how they help organizations pull back the shadows hiding what AI platforms are being leveraged withing their organizations. The platform monitors vulnerabilities in agentic and generative systems and tests them to ensure resilience against both known and emerging threats.

If you are seeking to secure you environment, above and beyond and including the latest threats? SafeBreach shared the details of their breach and attack platform. During their demonstration, their shared how one could drill into the various aspects of the score to identify the exact weakness to address. Not only were automated updated possible, but one could simulate a red team or blue team against their environment.

Enjoying all the newest forms of AI and convinced you want your own enterprise agentic solution? Lucky for you AnswerRocket was their to answer your need. If you have never seen or thought of the enterprise use case for the power of agentic AI, do enjoy their demo of its power.

Finally, and perhaps the star of the show, are you tired of your generative models hallucinating? Interested in a fact-based model? Well established deep-learning expert Herb Roitblat, Ph.D. was there to share Reliath AI. The demonstration of his fact-based system quickly reveal the differences behind his straight forward concept. Answer based on building up from known facts. I look forward to watching how fast and far they can run and to discover where it shines most.

Either way, fact-based models will be a critical model type to leverage in solutions that must be relied upon. Experienced AI solution developers know it’s not about a single model. The product/end result is about how a combination of models, methods, and agents are orchestrated to deliver the desired customer experience and required business outcomes that matter most.

If you are embarking on any type of data journey, be sure to schedule your inquiry with your TBW Advisors LLC analysts. You can leverage our first-hand experience through-out your transformation and future proofing processes.

Next Year’s Conference

We do not have exact dates for Put Data First 2026 at the time of publication; however, it is scheduled to be mid-to-late July 2026 in Las Vegas.

^*When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

Corporate Headquarters

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
November 3, 2025
Conference Whispers: Black Hat USA 2025
Las Vegas, NV August 2- August 7

Published to clients: August 11, 2025 ID: TBW2089

Published to readers: August 12, 2025

Published to Email Whispers: TBD

Public with video edition: TBD

Analyst(s): Dr. Doreen Galli

Photojournalist(s): D. Doreen Galli

Abstract:

After 61 videos including 4 first ever onsite livestreams, 150 minutes of recording including multiple exclusive shots – our coverage of Black Hat USA 2025 closes. Black Hat USA 2025 featured over 100 briefings and 120 sponsored sessions, with coverage spanning keynote presentations, technical sessions, and exhibit hall innovations. Topics ranged from AI-driven threat detection and agentic SOC platforms to identity verification and proactive risk management. Trends in cybersecurity regarding defence, use of AI agents, and focus on resiliency continue to grow.

Coverage on Computer Talk Radio August 2, and August 9.

The Conference
- Black Hat USA 2025 featured over one hundred briefings and 120 sponsored sessions. Attendance numbers are forthcoming. 2024’s edition featured over 20,000 in person attendees.
Cautions
- Black hat is not a conference to attend without preparation. All of one’s technology should be up to date. One should ensure they are leveraging a VPN and a RDID wallet when intentionally going around black hat. If not using one’s phone, a portable faraday pouch is always beneficial.
- Friendly reminder: this research provides examples of what was shared with us at the event, not an evaluation, validation, or recommendation of the given technology.
Conference Vibe

After 61 videos and related fact checks, over 150 minutes of recording including for the first time ever – four onsite LIVESTREAMS – our coverage of Black Hat USA 2025 closes. Black Hat featured over one hundred briefings and 120 sponsored sessions. Clients may recall the expo hall restrictions during our coverage of HIMSS which treated the entire expo hall like a surgical operating room from a privacy perspective. Guess what? It was even tighter at Black Hat. Nonetheless, we were able to capture the energy as Expo Hall was opening. Not only that, for the first time ever, Informa (who owns Black Hat) gave permission to someone to do a walkabout in Expo Hall prior to its opening for the day. That’s right – enjoy your exclusive look at Black Hat USA 2025 Expo Hall. Not only that, we were able to capture the mouthwatering lunch served on Wednesday. Once again, unlike most events, the What’s To Eat? Video does not include any attendees enabling us to really get a great shot of the food! A first for TBW Advisors LLC – we did four livestreams while on site. One live stream on Tuesday, Wednesday, and Thursday morning. One final livestream went out on Thursday as I requested assistance on your favorite videos for my segment on the August 9^th broadcast edition of Computer Talk Radio.

While at Black Hat USA 2025, we conducted research for three additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.
Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: Black Hat USA 2025 Playlist in its entirety. Once the video edition is available, the playlist will be sited as a pinned comment on the video edition. It is also easy to locate any previous Conference Whispers playlists through TBW Advisors LLC corporate website. Additional cybersecurity conference research is available via Conference Whispers: Identiverse and Conference Whispers: ISC West.

Keynotes and Sessions

Kicking off in dramatic fashion, the conference kicked off with an amazing keynote from non-other than the most famous virus hunters – Mikko Hypponen and father of the Hypponen law of IoT security – one of our favorite coverage spaces. Specifically, Mikko said that if a device is smart, it is vulnerable. It was amazing to hear his story.

On the bleeding edge of things, we received two session summaries from Microsoft’s Thomas Roccia. The first session was his Black Hat session on NOVA – Prompt Pattern Matching regarding a new type of threat gaining traction. The second session is actually at DEFCON – the sister conference where no one would be ignorant enough to bring in modern technology outside of a faraday cage. Fortunately, we caught Thomas while at Black Hat. IN this talk Thomas shared that they are releasing an AI Agent to track crypto currency’s movements including visualization to combat crypto money laundering. The final Microsoft session itself that we captured is the Unmasking of Cyber Villains. I always love when engineers get a very loud boastful ovation from the audience. This stage featured the heroes of MISTIC and Dart who shared how they leverage each other’s strength. MISTIIC stands for Microsoft Threat Intelligence Center while Dart stands for Microsoft’s Diagnostics and Recovery Toolset. In this session, the Microsoft team emphasized that incidents require empathy, speed, and precision. The Darth team is on the ground delivering the empathy and getting the data to MISTIC. MISTIC in turn, provides the cheat codes to the Darth rescue team to quickly combat the incident.

On the topic of using AI Agents on a team of humans in wish SOC, James Spiteri from Elastic Security shared a summary of his session. “AI without Borders: Extending analysts capabilities in a modern Soc” dove into details how Agents and humans can successfully interoperate in a SOC. James also covered critical questions you need to think about in order to truly operationalize this type of situation.

Exhibits

As with many events, some exhibits span outside of the formal expo hall. We were invited to the Dune Security Command Center on site where we heard about their solution. Their adaptive training uses a personal credit risk scoring model. It targets each employee’s risky actions and knowledge gaps with customized, targeted, proactive program. The goal is to elevate them to meet corporate standards. This theme of preparation, training, and doing things up-front was definitely a theme. Cumulated shared how their solution focuses on resiliency. Given that the proper way to discuss it is always when and not if, it is wise to ensure a quick recovery when it occurs. This preparation and looking out for the threat aligned with Qualys’s Risk Operations Center. This center is focused on assisting organization proactively identify, prioritize, and finally remediate identified risks. Covering all five personas in a SOC (alerts, vulnerabilities, threat intel, case management and DFIR (digital forensics/incident response )) StrikeReady’s platform integrates with 800 tools and is focused on removing each role’s pain points. Continuous Threat Exposure Management or CTEM is the area addressed most recently by Safe Security. Booli also moves things earlier in the process, in their case identity stitching. Specifically at the very beginning of the process including score carding the identity and providing the information back to the identity service. Ensuring stolen credentials are changed once they have been phished and the criminals attempted to leverage them, Mokn was on site to tell attendees about their solution.

If your organization would prefer to fix vulnerabilities instead of the common security software composition analysis, Heeler Security was the booth to visit. Feeling overwhelmed, by cloud configurations in your organization? imPac Labs was on site talking about their expertise. Admittedly, given my Microsoft Patent application on Policy Profiles, cloud configurations is a problem space on our radar at TBW Advisors. Speaking of high availability environments, HAProxy Technolog exhibited their platform that brings enterprise security performance and configurability into packaged software.

An area we have discussed in Conference Whispers: Money 20/20, Conference Whispers: HIMSS 2025, and Conference Whispers: Fintech Meetup 2025 – verifying the hardware device is a valuable defence vector for fighting fraud. At Black Hat USA 2025 we met SmallStep that enables device identity with cryptographic identity ensuring corporate devices are used to perform work. Leveraging device identification to eliminate deepfakes within a corporation, Netarx leverages multiple models to ensure your corporate communications are safe from deep fakes. Elastic Search – an open-source project known for search – found itself building native security and analytics due to popular demand.

Moving into the agentic side of things, Microsoft’s AI Agent Challenge was a big hit. Their booth had plenty of specialists on site to answer any of your questions. Focusing exclusively on AI Agents for the Red Team, Mindgard’s solution keeps probing to find vulnerabilities, filters through them based on your target and context. Finally, remediation advise is dispensed. Cyata built a built a control plane for Agentic Identity and includes policy enforcement. Addressing the full lifecycle above and beyond triage, Exaforce shared their Agentic SOC Platform. A demo of Exaforce was also captured. Finally, if you are unfamiliar with the current state of agents or have never seen an agent in action, enjoy the video with Ralph. Ralph comes from Cyber Innovate; a think tank focused on stopping threats from AI Agents themselves.

Next Year’s Conference

Black Hat USA 2026 will once again return to Las Vegas and will be held at Mandalay Bay Convention Center in August 2026. The exact dates have yet to be announced at time of publication.

^*When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

Corporate Headquarters

2884 Grand Helios Way

Henderson, NV 89052

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
August 12, 2025
Whisper Report: How can we integrate AI-driven customer service solutions with our existing IT infrastructure?
Published to clients: July 3, 2025 ID: 2079

Published to Readers: July 4, 2025

Email Whispers Released: August 11, 2025 8am

Public and Video Edition Released: August 11, 2025 11am

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

“Integrating AI customer service with existing IT systems starts by setting clear business goals. AI should enhance, not disrupt, current workflows and streamline real-time support. Every organization has unique systems, so tailored integration is essential. A major challenge is fragmented data—making robust pipelines and clean, synchronized data critical. Accurate timestamps and system compatibility across platforms are key to ensuring effective AI performance and a smooth digital transformation journey.”

Target Audience Titles:
- Chief Information Officer, Chief Technology Officer, VP/Director of IT Operations, Enterprise Architects
- Chief Customer Officer, VP/Director of Customer Services/Success, Contact Center Operation Managers
- Solution Architects, DevOps & IT Administrators, Customer Support Agents, Data Scientists and ML Engineers
Key Takeaways
- Start with clear business goals so AI enhances workflows without causing disruptions.
- Tailor integration to your unique tech environment to avoid inefficiencies.
- Reliable, clean, and synchronized data pipelines are essential for effective AI-driven customer service.
How can we integrate AI-driven customer service solutions with our existing IT infrastructure?

We took the most frequently asked and most urgent technology questions straight to the technologists gathering at Customer Connect Expo 2025 held at the Las Vegas Convention Center. This Whisper Report addresses the question regarding how can we integrate AI-driven customer service solutions with our existing IT infrastructure? As Ford’s Dr. Kalifa Oliver shared, “first we need to break down our needs and our goals and figure out which pieces of AI actually build efficiencies in our IT systems because right now there are too many systems that are fragmented.” With ALL AI projects, it is best to start with the business goal not the technology. We do not want to spend resources to integrate technology that goes unused. Furthermore, the context of the business goal helps guide engineers when they have design choices to make.

Customer Service Workflows

AI in Customer Service is all about optimizing and improving the customer service workflow to lead to maximum customer satisfaction. As Zaon’s Jason Kaufman shared, “using artificial intelligence tools within the organization to actually help drive and make more efficient the processes that go into place in order to support good customer service. For example, leveraging artificial intelligence to actually analyze chats real time community forums real time. Actually monitoring that (the communities) helping to gain insights about what your customers have questions about so that you can leverage the AI to actually generate the knowledge on the fly to actually provide that (information removing confusion) back to them real time as if it’s another person on that community thread.” The nonobvious challenge in achieving this solution is best described by Claritiv’s CEO Sean Gigremoss. “Everybody has workflows. Every company is unique. What tools do they use? What products do they use now? Do we need to build it?” In other words, every organization has a unique, highly mixed environment with varying degrees of maturity both in the technology itself and the organization’s ability to deploy technology.

Verse.ai’s Zac Brooksher recommends focusing on complimenting the current workflows and processing. “We can integrate AI driven customer service solutions using full funnel metrics understanding all of the conversations the timestamps the channels the appropriate team members what next steps are all integrating into existing systems and processes just to complement what the current workflows and data processing is today like.” Any technology not realizing it is complimenting an existing process will instead create process interrupts. The distinction really is a big difference.

The Challenge: Data is everywhere!

As Claritiv’s Sean Gigremoss shared, data is everywhere! “They make it so easy for us to integrate because in the end that’s important because all the data are in this different .. disparate systems. You need information from Salesforce you need information from zoom you need information from slack you need information from your database you need information from your customer’s database so to be able to do that you need to make sure that you’re using the tools or you’re partnering with companies that help you so that you can focus on what you do best.”

But the data isn’t just everywhere, it comes from everywhere. The first obvious location was shared by Enthu.ai’s Atul Grover, “we integrate with the telephony at the dialer.” And the rest such as the web and email communications, “we ingest that using an API driven environment.” Diabolocom specializes in capturing all that occurs between the customer and the organization on mobile devices. As Diabolocom’s Benjamin Shakespeare shared, “with our mobile solution that we are about to release

the market .. So all field reps anybody who is using a cell phone today with every interaction they have on their phone our AI will then score that call transcribe it and push it directly into the CRM So any lack of compliance that you are seeing today in your organization from people that are not sitting behind a computer that will be no longer.”

Where the magic happens!

Now that we understand we are complimenting the existing customer experience workflows for the benefit of the customer experience and that data is everywhere, what can we do? As Macy’s Siva Kannan Ganensan shared, “you need to make sure your data pipeline is very robust when we talk about all this AI integration data is the core so make sure the data is cleansed and always readily available ready to serve with that we’ll be able to integrate an into your existing architecture or in your organization.”

Figure 1. Compliment Workflows & Leverage Robus Data Fabric

It’s all about the data infrastructure! You need robust data pipelines as part of your data fabric to seamlessly integrate any new AI offering as depicted in Figure 1. AND you must ensure data quality. For example, data quality is paramount when dealing with timestamps of customer communications. What time zone is your organizational standard? Do your IT systems work in that time zone, and do you know what systems provide timestamps in other formats or time zones? Is that true for any and all corporate acquisitions feeding data into the system? Is the system designed to handle the variety of daylight savings time scenarios? Are all the clocks adjusted for daylight savings automatically or manually? Finally, are the timestamp clocks aligned? To the second or to the minute? It’s valuable to know if you can look at time as fact or approximation in your organization. If your organization is going through any type of digital transformation, it is critical to get the best advice available to ensure your success. Ensure your success by scheduling your inquiry with a TBW Advisors advisor before starting any critical phase of your digital transformation journey. Get the smartest advice available and leverage our firsthand experience to your advantage.

Related playlists
1. Whisper Report: How can we integrate AI-driven customer service solutions with our existing IT infrastructure
2. Conference Whispers: Customer Connect Expo 2025
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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
July 3, 2025
Whisper Report: What are the best practices for enhancing cybersecurity in FinTech?
Published to clients: June 26, 2025 ID: TBW2067

Published to Readers: June 27, 2025

Email Whispers: December 9, 2025

Public with Video Edition: December 10, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

To strengthen cybersecurity in FinTech, experts emphasize a layered approach that combines technology and human awareness. Rising threats like phishing, smishing, and fraud demand not just better tools but also vigilant, well-trained employees. Embedding security scans into software development, analyzing diverse data signals, and adopting a “defense in depth” strategy are all critical. Ultimately, staying curious, asking the right questions, and embracing evolving technologies—especially AI—can help organizations stay ahead of cyber risks.

Target Audience Titles:
- Chief Technology Officer, Chief Security Officer, Chief Information and Security Officer, Chief Trust Officer, Chief Compliance Officer, Chief Risk Officer
- Head of Product, VP of Product, Chief Marking Officer, Data Protection Officer, Director of Data Protection
- Security Architect, Security Engineers, Penetration Testers, Incident Response & Threat Intelligence Teams
Key Takeaways
- Adopt a Layered Defense: Use a “defense in depth” strategy—combine multiple security measures and analyze broad data signals to stay resilient against evolving threats.
- Train Your Team: Human error is a top vulnerability. Regular employee training helps prevent phishing, smishing, and social engineering attacks.
- Build Security into Development: Embed security checks directly into software pipelines to catch issues early and reduce risk at every stage of development.
What are the best practices for enhancing cybersecurity in FinTech?

We took the most frequently asked and most urgent technology questions straight to the finance technology experts gathering at Fintech Meetup 2025. This Whisper Report addresses the question regarding what the best practices are for enhancing cybersecurity in FinTech. As SecurityMetrics’s Matt Cowart shared, there is a, “big rise that we’ve seen is fishing and smishing.” Your employees are getting targeted via email and SMS messages. But that is not the only threat. The user or customer angle also brings in cybersecurity issues. Incentiva’s Heather Alvarez shares, “fraud is something that is very big right now and (is something) that we’re trying to combat.”

A Layered Approach

Cybersecurity frequently feels like a game of whack-a-mole. Vulnerabilities seem to pop up in every dimension you explore but there is still hope. As Socure’s Matt Thompson shared, “creating layers and looking at lots and lots of data signal is important for protecting your Enterprise.” This is also known as defense in depth.

What might these layers include? Gitlab’s Field CTO, Joshua Carroll recommends, “making sure your code is secure and doesn’t have vulnerabilities by building the security scanners into your pipelines and do those as you build the software you can save yourself an awful lot of time.” Likewise, SecurityMetric’s Matt Cowart points out that it all, “comes down to training. The weakest link is where hackers get in. Being able to strengthen your entire area – all of your employees making sure they know what to do what not to do is going to be on of the biggest things that keeps your network safe.” Effective training can minimize phishing and smishing as well as positively impact fraud detection during customer interactions.

Thus to enhance your cybersecurity, ensure a depth in defense security strategy and that the strategy includes both technical aspects of your enterprise as well as your humans in the loop. But most important stay curious and keep building. As Incentiva’s Heather Alvarez shared, “ask the right questions .. continuing to push and look for new features look for to AI to help us because there are a lot of Technologies out there.”

If you are evaluating your cybersecurity environment, be sure to book an inquiry for timely advice.

Related playlists
^*When vendors’ names or quotes are shared as examples in this document, it is to provide a concrete example of what was on display at the conference or what we heard doing our research, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document.

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Henderson, NV 89052

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
June 26, 2025
Whisper Report: How can AI and machine learning transform media and entertainment?
Published to clients: May 29, 2025 ID: 2076

Published to Readers: May 30, 2025

Published to Email Whispers: July 7, 2025

Video edition: July 7, 2025

Analyst(s): Dr. Doreen Galli

Abstract

AI is transforming media and entertainment, reshaping workflows and automating the tedious. This shift isn’t new—it’s an evolution already well underway. While concerns about disruption persist, AI is proving to be a powerful tool that enhances efficiency, making content more accessible and refining quality. From metadata enrichment to streamlined production, AI empowers professionals by eliminating the mundane and allowing more focus on creativity. Rather than replacing jobs, it shifts how work gets done, seamlessly integrating with existing processes to unlock new possibilities in storytelling, production, and distribution. The industry is adapting, and AI is at the heart of that transformation.

Target Audience Titles:

Chief Technology Officer, Chief Supply Chain Officer, Chief Digital Officer

Chief Data Officer, Chief Marketing Officer, Chief Content Officer

Head of AI and Machine Learning, Data Scientists

Product Managers, Content Managers, Sound Engineers, Distribution Engineers

Production Technologists, Streaming Platform Developers

Chief Technology Officer, Chief Supply Chain Officer, Chief Digital Officer

Key Takeaways
- AI is transforming workflows, automating the tedious, and reshaping media and entertainment.
- Efficiency gains let creators focus on storytelling while AI enhances accessibility and searchability.
- AI isn’t replacing jobs—it’s evolving how work gets done, integrating seamlessly into production processes.
How can AI and machine learning transform media and entertainment?

We took the most frequently asked and most urgent technology questions straight to the Technology experts gathering at NAB Show 2025. This Whisper Report addresses the question regarding how can AI and machine learning transform media and entertainment?

Setting the Stage

As DeepDub’s Oz Krakowski stated, “We see is a lot of the work that was done before is now done in different.” These changes have already hit the headlines for as Dell Technologies’ Tom Burns pointed out, “Everybody’s all concerned with Gen AI but of course the writers and actors strikes were all about that.” Thus this AI transformation is not new but rather is currently underway. Latakoo’s Jade Kurian offered this perspective. “The question now is how do we do this thoughtfully? How do we do it in a way that we don’t compromise ethics – where we don’t compromise people’s jobs? How do we make it flow back and forth where we take advantage of AI and machine learning to make our lives easier, make our lives better, and make entertainment and media better.” Cinnafilm’s Dom Jackson suggests we take another step back to gain a larger perspective, “There’s a lot of fear around AI and those technologies and in that sense, I see those as part of a continuum of ongoing automation processes that have been going on since the industrial revolution. Everyone’s always scared when something new comes along and then very quickly it becomes normal and it empowers us to work in new and different and usually more efficient ways.” See Figure 1 for the Cornucopia of AI use cases suggested. Let’s explore some of those new, and different, more efficient ways.

AI Use Cases in Media

One thing is for certain, there is no shortage of opportunity for AI to positively impact the media and entertainment sector. The favorite use case among all users, as Strada’s Michael Cioni put it, “AI is best for our industry as a utility form to do the mundane tasks .. we need AI that automates mundane tasks like color correcting sound noise reduction, video audio noise reduction, face tagging, locations, objects, emotions – those are all the things that no one wants to sit and log footage. AI can log it for us.” Or per Ross’s David Green, “AI is going to make us more efficient and more effective and let us focus on what we love doing which is creating amazing content.” No matter which perspective you prefer – the elimination of the mundane or the freeing up to do the fun parts – AI is here to stay in media workflows. As Dell’s Tom Burns observed, “Machine learning has already transformed media and entertainment in so many invisible ways from security to fixing single pixel defects to all kinds of low-level network functions and automated provisioning.”

When it comes to all that stored media, there are plenty of suggestions of how AI can assist as well. Per SNS’s Alex Hlavaty, “It actually can be an incredibly helpful buddy to sort through the stuff we don’t want to do parse through petabytes worth of information. Help us find assets more quickly and just interact with our data in a much more meaningful way while reducing man hours doing things that are laborious.” . Eon Media’s Greg Morrow observed, “our customers have large libraries of video files that only have a file name or have just a a small title. We really enriched those assets with information to make those assets more usable by identifying people places things emotional sentiment um ethnicity as part of those assets.” Dell Technologies’ Tom Burns denoted, “One of the GEN AI things that is proving to be useful is for companies that have large archives or studios that have that have the rights holders to a lot of content, using AI to extend the metadata and inform them of what they actually have in their archive allows them to make that more searchable and therefore more monetizable on.” Increasing metadata for the purpose of search and the related business cases that come from having truly searchable content is a common theme. As Axle.ai’s Sam Bogoch simply stated, if, “they can’t find it they can’t reuse it.”

In some of the use cases such as sound editing, it has completely transformed the task at hand. As DeepDub’s Oz Krakowski observed, “just like you cannot imagine a graphics designer not using Photoshop it’s unheard of right however 20 years ago this was extremely questionable nowadays thinking of doing voice design and editing dialogues without using AI.” Ross’s David Green offers additional suggestions, “things like camera tracking so instead of having to every single second manually figure out where things are and do manual keying you know markers and those sort of things we can use AI to automatically be able to do those things .. instead of having to flip through a manual.” Dell’s Tom Burns observed, “when you render your VFX AI upsampling has gotten so good now that you can render at 2K and up to 4K and it looks better than if you rendered at 4K in the first place.” Wow! Upsampling rendering better than if it was 4k in the first place – now that is an improvement – by definition. Localization is another area that has been drastically impacted by AI. Today, with AI tools such as Yella Umbrella are, “making content accessible to users that wouldn’t have access to it normally either because there’s no one to localize that content or just because the content that they want to access is not available in the accessibility form that they prefer.” If the form you prefer isn’t about language but more about duration, Magnify’s Ken Ruck shares today one can, “edit automatically (and) create clips automatically.” Clients may recall our coverage of Conference Whispers: NAB Show 2023 when automated shorts were first highlighted.

One of the most treasured advancements is that of workflow automation. As Eon Media’s Greg Morrow stated, “workflow automation to improve the efficiency of a media organization in order for the people in the organization to create higher value content and less of the drudgery work.” In other words, AI can transform Media and Entertainment by enabling all to do more with less. But if you are worried about your job, Cinnafilm’s Dom Jackson assured, “strangely ultimately people always end up having jobs they’re different jobs but people always end up with plenty of work.”

Related playlists
1. Whisper Report: How can AI and machine learning transform media and entertainment?
2. Conference Whispers: NAB Show 2025
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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
May 29, 2025
Whisper Report: How can we enhance our cybersecurity measures to protect against emerging Cyber Physical threats?
Published to clients: May 20, 2025 ID: 2073

Published to Readers: May 21, 2025

Email Whispers: June 13, 2025

Video Edition: June 13, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

As cyber and physical security continue to merge, proactive, multi-layered strategies are essential to safeguard critical assets in interconnected environments. Secure data practices, including encryption for data in transit and at rest, during compute, and ensure compliance with high security standards. Architectural resilience is crucial, integrating cybersecurity from the outset rather than retrofitting outdated systems. Correlating physical and cyber events provides valuable context. Finaly, digitizing workflows streamlines response efficiency, minimizing the window of vulnerability during attacks.

Target Audience Titles:
- Chief Technology Officer, Chief Security Officer
- Chief Information and Security Officer, VP of Cybersecurity
- Director Cyber Physical Security, Security Analyst
- Cybersecurity Engineer, Incident Response Analyst
Key Takeaways
- Data must be encrypted at rest, in transit, and during execution.
- Cyber Physical security requires a securely designed architecture from the start.
- Cyber and physical threats must be correlated.
- Only a digitized workflow can respond with the required speed to cyber physical threats.
Secure data

As with all security, cyber physical security must also be concerned with, “ data security and encryption … that’s data in the device, data in transit, data in rest at the servers, and so all of those things we have the highest level standards and we also meet more advanced requirements, “ Bioconnect’s Edsel Shreve. The solution should be flexible enough to enable any data protection requirements that come into play. Edsel Shreve went on to further explain, “for example you need to do certificate rotation for things like TLS encryption So we can do those things not every customer wants them but those are the things that we’ve actually got in our system for the folks that have those higher level requirements so it really is the combination of how do we make sure that they’re cyber secure sitting on the network and then how do we make sure that they’re physically and the data is secure on the on the readers and devices themselves.” In addition, TBW Advisors LLC recommends confidential computing architectures for protection and privacy during computations. For additional information see Industry Whispers: Public is Private – Confidential Computing in the Cloud.

Secure Architecture

Taking a 1968 mustang and updating it to 2025 safety standards would be quite the challenge and likely land up with an ugly beast that is neither safe nor resembling of a mustang. Cyber physical security is no different than safety. It must be thought of and integrated from the very beginning. As LVT’s Steve Lindsey explained, “it starts with architecture if we can rethink our architectures and we can start building for cyber security in mind.” The challenge of physical cyber security is that, “for the longest time in the physical security space we’ve been using on premise systems and as we’ve lifted and shifted those into the cloud .. what complicates that is as we’re deploying these systems it’ not just cloud to end User, it’s Cloud to IoT (Internet of Things) device which is going through usually public cellular or satellite infrastructure itself and there’s other things that need to be done to address that” Steve Lindsey.

Correlate Physical Cyber Events

The real power of cyber physical security is the two areas working together to correlate events. Through correlation, context and a greater understanding is realized. An example shared by Advancis’ Paul Shanks demonstrates this best. “Someone loses their badge and falls out of their pocket and they’re logged into the network from home and their badge is used at the building. Those two events by themselves are benign but we take that together and create a an alert for the operator to look into whether is it a Cyber attack or is it a physical attack.”

Digitize Workflow

As early as 2019 TBW Advisors LLC has been advising clients to automate security responses when possible for the simple fact you must. Ransomware attacks were already taking place within a 35-minute window. In 2025 the cyber physical attack vector also calls for automation or a digitized workflow at the very least. As Advancis’ Paul Shanks communicated, “we can take that and make that workflow digitized so that all they have to do is read click and go. Simple as that.”

Related playlists
Corporate Headquarters

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Henderson, NV 89052

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
May 20, 2025
Conference Whispers: Customer Connect Expo 2025
Las Vegas, NV April 16-April 17

Published to clients: April 22, 2025 ID: TBW2078

Published to readers: April 23, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

After over 200 minutes of recording, 6 flights of stairs, and over 30 factchecks, our coverage of the rebranded Customer Connect Expo 2025 or CCE25 closes. The event featured over 43 keynotes and seminars and over 200 vendors exhibiting. Keynotes included discussions on customer loyalty, employee satisfaction, data-driven personalization, and AI in customer experience. A seminar focused on enhancing call centers with AI agenst is also included. Exhibits ranged from technology supporting customer experience and call centers, data consolidation and customer 360, to entire platforms and BPO services.

The Conference
- The event featured over 43 keynotes and seminars and over 200 vendors exhibiting.
- Technologies covered include telephony, networking, SIP, call blocking, data, data management, data fabrics, customer 360, AI, LLMs, agentic AI, conversational AI, and bots.
Cautions
- Just because a solution ‘works’ doesn’t mean the product was designed with customer privacy in mind.
- Platforms that combine multiple functions can look like a quick win unless you already have installed components or desire to switch a specific function to a best in class. Ensure any ‘platforms’ leverage standards for any components. By adhering to standards, customers can avoid vendor lock into the platform and keep the door open for maximum architectural flexibility.
Conference Vibe

After over 200 minutes of filming, 6 flights of stairs, over 30 fact checks, our coverage of the rebranded event, Customer Connect Expo 2025, or CCE25, comes to a close. CCE25 opened with a grand ribbon cutting ceremony featuring the Global Voice of Customer Experience, Dennis Wakabayashi. TBW Advisors LLC’s clients and subscribers may recognize Dennis from last year’s AMA Industry Whispers event with Dennis. Admittedly, this event is one we always look forward to having covered it in 2023 and 2024 under its previous branding of CCCLV for Call & Contact Center Expo Las Vegas. The event features 4 stages hosting a total of 43 keynotes and seminars. The theaters for the speakers were mixed amongst over 200 exhibitors in expo hall. The keynotes and seminars were full coming in just under maximum capacity. The last two years, there were notable audio issues for the speakers. This year they had a dual audio set up with headphones and speakers. I only heard one major feedback sound the entire event. In fact, the sound worked so well that it kept the audience enthralled preventing them from walking around as much as in previous years. This led exhibitors to politely describe foot traffic as a “slow”. While the total booth traffic was light, the exhibitors did admit that the leads they obtained were rock solid with most easily covering the expenses. In other words, everyone was there was serious about conducting business with not much fluff. Food was also available within the expo hall itself.

While at CCE25, we conducted research for three additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.
Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: CCE25 playlist in its entirety. Once the video edition is available, the playlist will be sited as a pinned comment on the video edition. It is also easy to locate any previous Conference Whispers playlists through TBW Advisors Website under Subscribers research/Conference Whispers.

Sessions

During our coverage at CCE25 we were able to catch 4 keynotes and one seminar. The first keynote we captured was by Pfizer’s Wayne Simmons. Wayne reminded all that customers want companies that are interested in partnering for life when possible. In many domains such as banking, it is very inconvenient and takes significant effort to switch companies. One a customer is lost – it is expensive to reacquire that customer if at all possible.

Ford’s Dr. Kalifa Oliver drove home the obvious but too often overlooked point. If an employee is miserable and being treated horrible, how do you think they will treat your customers? A company should not be worried about an employee being happy but rather ensuring they have the tools and support to do the job. The development of employee satisfaction tools tend to be behind customer satisfaction tools but they need not be separate tools. It’s simple, data shows a satisfied and empowered employee is more likely to provide a positive customer experience.

The second day keynotes kicked off with Macy’s Siva Kannan Ganesan on the power of data. Siva highlighted the importance of capturing customer data including every click. A customer experience must be engineered. The two-tower approach was recommended for one’s digital strategy the achieve the ultimate in personalization.

Ring Central’s John Finch was on the Keynote stage to talk about Agentic AI driving the next generation of customer experience. The presentation went beyond revealing the next generation of customer experience tools. Context for the value contributed by conversational AI, generative AI, bots as well as the power of agents and personalized assistants was also provided. Expanding on that agentic AI theme was a seminar on expanding your call center with AI agents. Mitrol’s Francisco Trojano shared their approach to improve contact center’s impact. This seminar included various success stories.

Solution components

The exhibits had a large variety of vendors including various components of solutions to create the ultimate customer experience. To the surprise of some, fax usage has risen 23%. Faxsipit shared their solution that won’t create a chain of mis transmissions and errors even for 1400-page documents! Perhaps, like many of the exhibitors, you are meeting and speaking with your prospects at a conference and don’t want to miss any of the potential leads. Claritiv shared their solution to capture and enable your ability to analyze these interactions. Need a method to see what the customer is experiencing first hand? With Blitz you can send a quick link that allows them to share their camera view without downloading a mobile application. Perhaps you interact between the physical and digital world and want a vendor that can help you? Put Unified Direct Solution on your radar who specialize in optimizing such a scenario including balancing needs based upon conditions. If you are short of staff and are thinking about outsourcing but not sure you want your customers to deal with outsourced agents, you might want to evaluate Kongusto. Now that you have all this staff, you’ll want them to feel like a team even if they are spread around the world. To that end, Nexgen virtual office shared their next generation of leveraging technology to create the ultimate in virtual office. Regardless of your technology, if you were seeking to market your solution, Greenstar Marketing was there with their services.

Data Centric, Platforms, and BPOs

There were exhibitors with products focused on bringing your data together and providing insights. Maprehend focused on the expertise of your very best employee and empowering all. Likewise, if you wanted to clone your best sales agent, Verse.ai focuses on the best message on the right channel to deliver results. Enthu.ai connects and consumes all your customer interactions with a side of automation to provide useful customer insights. Diabolocom leverages a proprietary AI solution that is trained exclusively on your data for your private model. Zaon’s approach is to start with the problem or use case and connects the subject matter experts to create solutions.

If you are seeking a contact soluton provider beyond the data and perhaps a solution that is actually a carrier, Nobelbiz is a telephony carrier and can assist if your calls are not getting connected correctly. Assembled is a support operations platform with three pillars. One pillar handles AI agents through all forms of contacts, second is vendor management offering including handling billing, and third workforce management to increase productivity. A platform for omni channel communications highly integrated with AI agents is available through Mitrol as described earlier in their seminar. If you are looking for a platform with a side of business process outsourcing (BPO), Etech harnesses the power of AI to drive your customer experience through calls, chats and all customer interactions. The three focus areas include contact center services, Quality and analytics and customer development. ValueLabs leverages its own generative AI platform built leveraging various LLMs. ValueLabs focuses on four areas: outsourced product development, quality engineering, data engineer and process automation. ProntoBPO offers shared services, rental stations, BPO as well as software development. ProntoBPO specializes in verticals such as Pest, Lawn and HVAC services.

Next Year’s Conference

CCE conference will unfortunately move to Atlanta, GA for 2026.

^*When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
April 22, 2025
Conference Whispers: HIMSS 2025
Las Vegas, NV March 3-6

Published to clients: March 10, 2025

Published to readers: March 11, 2025

Published to Email Whispers: June 18, 2025

Publicly Published with video edition: June 19, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): D. Doreen Galli

ABSTRACT

The gathering of Health Information and Management Systems Society, 2025 HIMSS Global Health Conference and Exhibition or HIMSS 2025 allowed over 28,000 attendees from 88 countries to gather. Discussions revolved around the pursuit of global health equity, the impact of digitization on revenue growth, and the importance of security in healthcare technology. Thought-provoking questions were raised about common household medical devices, and innovative solutions to improve patient access and operational efficiency were highlighted. The event centers on the intersection of technology and healthcare, emphasizing the need for secure, efficient, and patient-focus approaches to modern medical challenge.

The Conference
- The 2025 HIMSS Global Health Conference and Exhibition or HIMSSS 2025 saw over 28,000 attendees gathered with a net gain of over 2,000 attendees from the previous year.
- The event spanned the Sands convention center at Venetian as well as leveraged the connector bridge and all of Caesars Forum.
- Attendees titles spanned clinician, IT director, Chief Medical Officer, founder, investor, security analyst, to Chief Privacy officer.
Cautions
- At HIMSS the entire expo hall is treated as a patient operating room from a privacy perspective. Thus, if you want press coverage of any type, one must have executed all planning before the start of HIMSS. Press was not allowed to walk up and film attendees without prior authorization. Many first timers at HIMSS were caught off guard by this aspect.
TAGS:

ACH payments, aries fraud, aries fraud solutoins, consumer finance, drivers license, fintech, FM25, Fraud, Gitlab, Identiverse, Incentive.ai, Intellicheck, Interface.ai, Money 20/20, MoneyLion, Onbe, OnFido, payments, phone intelligence, Provenir, risk decisioning, Security Metrics, socure, Thetaray, Wysh

Conference Vibe

Every event has their own personality and HIMSS 2025, the conference for Health Information and Management Systems Society or HIMSS annual gathering is no different. In Healthcare, data privacy is not just about protecting data. As attendees regularly shared, health data represents a patient’s whole body, a patient’s being, a patient’s life history, the data represents the patient’s life – not to mention individuals can be fined for making mistakes. Thus, one might expect, HIMSS25 was a very, very private conference. A huge no cameras sign welcomed all to the expo hall and Press were required to be prebriefed and reminded multiple times, no advance permission, no video. As a point of comparison, our video to time on site ratio was 50% of what we were able to achieve at CES. Nonetheless, we were able to work with the system and bring you a whopping 37 videos and over 110 minutes of video, endless shorts to enjoy, and research for 4 different research documents including this one. The Conference Whispers: HIMSS 2025 playlist is available on our channel for you to enjoy.

HIMSS welcomed 28,000 attendees to see more than X exhibits and y sessions with over Z startups represented. The energy was quite high as all awaited the show’s opening and the registration lines moved quickly. The Sphere, right next door, even put on a wild psychedelic show to welcome all. Finally, the moment arrived all were waiting for when the Expo Hall Opened. Food could be found for purchase at both locations. The Venetian had their Bistro open with multiple locations throughout the event. Much like SEMA, the Venetian Expo leveraged the bridge connecting it to Caesars Forum which also hosted HIMSS. For those that were at Caesar’s Forum, food was available at the café known as cash-concessions.

We were able to conduct research for three forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.
Sessions and Deep Dives

Due to the restrictive privacy nature of the conference, we could not record any keynotes and sessions were limited but we were still able to capture great research. First, enjoy the press Q&A session held by HIMSS very own President and CEO Hal Wolf. This session covered the gambit including HIMSS instrumental role in ensuring citizens around the world achieve health equity. Their mission is independent of any specific government. He has high hopes that private organizations will step in to compensate for any globally shifting landscapes. TBW Advisors was excited to say that we were able to secure HIMSS President and CEO Hal Wolf’s answer for the Whisper Report based on Question 1 and Question 2 above. These answers are presented separately from the primary session video. Hal Wolf’s answers to Question 1 and Question 2 are in their respective playlists.

The Alexander Group provided their framework in the session titled, “From Strategy to Success: Rel World Go To Market Studies”. This session provided their framework for revenue growth in healthcare through digitizing. The framework nicely summarizes the primary objectives of current investment areas that are occurring within healthcare to grow revenue. The session included a specific case study to drive the point home. The session, “Revolutionizing Healthcare: The AI Powered Stethoscope? During this session, Minttihealth CEO Xiaong Zou left attendees with one important question. “Why is there a thermometer in every home but not a stethoscope!?” For those seeking to secure and extended resilience across endpoints used to manage care and smart technologies, Absolute Security provided a session on a model to secure the health enterprise. Specifically, they leveraged a healthcare model to minimize risk into IT Security.

Front Office AI Applications

In healthcare, standard business operations are separate from technologies leveraged to provide healthcare. While both may deal with health data, health operations are significantly riskier and more restrictive. There were innovations serving both aspects of the healthcare system at HIMSS. On the front office side, we found one of those technologies you hope the next doctor you see with has deployed. Relatient’s focus is on enabling patient self-scheduling, even for new patients without using the Patient Portal. No more hold time and spending hours trying to get into the doctors’ office. Relatient purports Practices leveraging the technology have realized 70% of self-scheduling are brand new patients with 30% making their appointments after hours. Xcaliber shared their agentic AI solution for healthcare which can anchor to any of your organization’s data stores. Problems they solve include prior authorization and discharge summaries. Aisera is another agentic AI solution for Healthcare with three separate fully developed ontologies for healthcare ready to go. Aisera purports it is designed to leverage agentic AI to build out new workflows opening the doors to endless possibilities.

Healthcare Support Applications

When you move from the front office of healthcare to the back office, many things change. Even the keyboards and mice must be different so they can be sanitized. Fortunately, Man & Machine has waterproof and washable keyboards and mice available. The mice can even be dipped in 10% bleach! Warning, do not try that at home with your equipment!

Keyboards are not the only devices to support providing health, doctors leverage many handheld devices. Stethoscopes, blood pressure meters, glucose meters and the likes. Telemedicine and AI are also impacting these medical devices. In turn, these medical devices are also becoming more intelligent and capable of provide remote and real-time data such as those now available by Minttihealth. For those in cybersecurity, at this point your head might start to spin at the possibilities of it all. Have no fear, there were many providers on hand to help including Absolute Security. Absolute Security solutions aim to ensure those end points such as tablet and PC’s in use are secure and resilient.

Some of those endpoints are more expensive than others. Some may be huge expensive machines. Keeping track of all those assets and ensuring the safety of staff require an intelligent location solution. Cognosos provides an infrastructure light, location intelligence solution for your assets – man or machine.

Moving on to the care side and practitioner support, Evidently provides clinical summarization and decision support created leveraging actual clinicians. Notice it is a decision support tool as the clinician is ultimately responsible for taking care of the patient. We often refer to this as Human in the Loop or HIL. One interesting capability of Evidently is to provide a very clear line where facts originated. This makes it easy for the clinician to decide to agree or disagree with the technology’s suggestion, ultimately building trust.

Next Year’s Conference

HIMSS 2026 conference will once again be held in Las Vegas, Nevada. The announced dates are March 9-13, 2026.

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
March 11, 2025