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- Targeted Attacks: When You’re Chosen on Purpose
Targeted Attacks: When You’re Chosen on Purpose
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88% resolved. 22% stayed loyal. What went wrong?
That's the AI paradox hiding in your CX stack. Tickets close. Customers leave. And most teams don't see it coming because they're measuring the wrong things.
Efficiency metrics look great on paper. Handle time down. Containment rate up. But customer loyalty? That's a different story — and it's one your current dashboards probably aren't telling you.
Gladly's 2026 Customer Expectations Report surveyed thousands of real consumers to find out exactly where AI-powered service breaks trust, and what separates the platforms that drive retention from the ones that quietly erode it.
If you're architecting the CX stack, this is the data you need to build it right. Not just fast. Not just cheap. Built to last.
Not All Attacks Are Random
Some organizations are specifically selected — for their data, influence, or access. These attacks are researched, patient, and tailored to your structure.
Reconnaissance Happens Long Before Contact
Attackers map employees on LinkedIn, analyze press releases, and study vendors. By the time the first email arrives, they already understand your hierarchy.
Spear Phishing Feels Personal
Unlike mass spam, targeted phishing references real projects, colleagues, and events. It bypasses suspicion because it reflects reality.
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Persistence Is the Strategy
Targeted attackers don’t rush. They establish footholds, create backdoors, and move slowly. The longer they stay undetected, the more damage they cause.
High-Value Roles Are Prime Targets
Executives, finance leaders, system admins, and developers are disproportionately targeted. The more access someone has, the more attractive they become.
Defense Requires Threat Modeling
Understand why someone would target you. Identify critical assets and high-risk roles. Targeted attacks demand strategic defense — not generic controls.
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