The Impersonation Crisis in Social CX: How Fake Accounts and AI Clones Are Exploiting Customer Trust
Fri Jul 10 2026
Fraud
Social Engineering
Social Media
www.cxtoday.com
When a customer has a problem with a product or service, they might start by calling a phone number, using a helpdesk portal, or visiting a brand’s official website. But just as often they go where they already are, posting messages on Instagram, TikTok, X, Facebook, or Reddit. By posting a public complaint and tagging […]