CX Today features HappyOrNot’s Tim Waterton on retail cybersecurity and risk management

CX Today features HappyOrNot’s Tim Waterton in its coverage of the Verizon 2026 Data Breach Investigations Report, exploring how growing operational complexity is creating new cybersecurity challenges for retailers.

As organizations expand across digital and physical channels, the number of potential vulnerabilities increases, making it harder to maintain a clear view of risk across the entire operation.

In the article, Tim highlights how security resilience is no longer just about preventing individual incidents, but about understanding how multiple risks can interact and compound. He emphasizes that retailers must take a more holistic approach to risk management, recognizing that issues in one part of the business can quickly impact others. Key insights include the importance of breaking down data silos, improving visibility across customer touchpoints, and using real-time feedback to identify emerging issues before they escalate.

Tim also points to the growing need for proactive strategies, where organizations continuously monitor both operational performance and customer experience signals to detect early warning signs. By combining customer feedback with operational data, businesses can better understand where friction or vulnerabilities may exist and take action more quickly.

Read the article: https://www.cxtoday.com/security-privacy-compliance/verizon-dbir-2026-retail-breaches-cybersecurity/