Post by Kristine Konrad

I’ve been the vendor. I’ve been the partner. I’ve been on the auditor’s side. And I’ve seen what happens when cloud providers think “We’re FedRAMP” means “we’re untouchable.” Last week, a new lawsuit reported by CX Today accused Genesys of recording domestic violence hotline calls without permission. Whether the lawsuit holds or not, it’s a reminder: Shared platforms don’t guarantee shared protection. And shared risk? Still risk. Scope isn’t about who owns the tech. It’s about who defines the boundary.