{"id":28022,"date":"2026-11-04T18:58:01","date_gmt":"2026-11-04T18:58:01","guid":{"rendered":"https:\/\/globalnewstoday.uk\/index.php\/2026\/11\/04\/buyers-need-cybersecurity-tools-that-fix-problems-not-just-flag-them-cx-today\/"},"modified":"2026-11-04T18:58:01","modified_gmt":"2026-11-04T18:58:01","slug":"buyers-need-cybersecurity-tools-that-fix-problems-not-just-flag-them-cx-today","status":"publish","type":"post","link":"https:\/\/globalnewstoday.uk\/index.php\/2026\/11\/04\/buyers-need-cybersecurity-tools-that-fix-problems-not-just-flag-them-cx-today\/","title":{"rendered":"Buyers Need Cybersecurity Tools That Fix Problems, Not Just Flag Them – CX Today"},"content":{"rendered":"

As vulnerability volumes grow, CX technology leaders need security tools that do more than generate alerts. Trustpilot\u2019s Dan Conn explains why prioritizing customer-facing risk can reduce remediation work and prevent avoidable vulnerabilities reaching production, protecting customer trust.
Cybersecurity teams are under mounting pressure to remediate vulnerabilities quickly<\/u><\/a>, while engineering teams must keep delivering the reliable digital services customers expect. That makes security tooling a customer experience decision as much as a technical one.
The challenge for CX tech buyers is choosing technologies that reduce the number of issues engineers need to manage, without slowing product delivery or creating new operational burdens.
The rising volume of vulnerabilities makes this increasingly urgent, Dan Conn, Staff Platform Engineer at Trustpilot<\/strong>, told CX Today<\/em>.
\u201cWe\u2019re finding that just as many vulnerabilities in recent years are found than the 10 previous years or five previous years. That\u2019s quite a remarkable uptick. It\u2019s something that we\u2019re all going to struggle with going forward.\u201d
While AI can help security researchers find vulnerabilities, it may also speed up the discovery of flaws<\/u><\/a> that attackers can exploit. Conn pointed to a recent example in which AI, working alongside a researcher, identified an exploit affecting multiple software versions.
A security approach built around ever-growing queues of alerts will not scale. Instead, the first buying priority should be better prioritization, acknowledging that a high  Common Vulnerability Scoring System (CVSS) score does not automatically mean a flaw poses the highest risk to customers or the business.
\u201cIn particular, just relying on CVSS scoring, that can be quite problematic,\u201d Conn said. \u201cA lot of the base scores don\u2019t take into account the temporal environment scores that you meant to add anyway.\u201d
At Trustpilot, teams use a combination of signals, including CVSS severity, Exploit Prediction Scoring System (EPSS) exploitability data and whether a vulnerability can genuinely affect their own environment, Conn said. They also consider customer exposure.
\u201cThe main overriding factors are, is it on the perimeter? Is it something that a customer can touch? That would be the first thing to get sorted.\u201d
For CX tech buyers, that means asking potential vendors whether they can help teams rank risks by real-world exploitability, internet exposure, affected services and customer impact. While tools that simply generate an inventory of vulnerabilities can create more triage work, more useful platforms help teams identify the issues that could interrupt a customer journey, expose customer data or affect service trust.
Trustpilot is a customer of software supply chain security company Chainguard, using its hardened container images as part of this effort. The relationship illustrates the shift in security buying from tools that report a problem to products that remove a common source of risk before it reaches developers and production systems.
Conn describes Trustpilot\u2019s approach as \u201cstart left,\u201d building on the established principle of shifting security earlier in the software-development lifecycle. But the aim is not simply to give developers more security tasks.
\u201cMore from a security side standpoint of \u2018start left,\u2019 this is like \u2018secure by default,\u2019\u201d Conn said.
Containers are essential to cloud-native organizations, but maintaining hardened images internally can be time-consuming and error-prone. Teams must continually remove vulnerabilities, manage dependencies and maintain their own secure foundations.
\u201cWhere Chainguard comes in really well with this is, it takes away a massive problem for us, which is vulnerabilities within containers,\u201d Conn said.
Conn previously worked in an organization that created its own hardened images. \u201cIt\u2019s a very laborious process. It\u2019s very error-prone. You have to remove all the vulnerabilities in your system and manage that whole thing.\u201d
For Trustpilot, using Chainguard\u2019s hardened images means engineers start with a more secure base rather than inheriting container vulnerabilities they did not introduce directly. \u201cThey\u2019re not worrying about updating their vulnerabilities in the container,\u201d Conn said.
This is significant for customer experience leaders because much of the security work that affects customer-facing services stems from transitive dependencies such as components included through other software packages rather than selected deliberately by a developer. These issues still need attention, but reducing them at the foundation frees engineering teams to focus on the code and services that differentiate the customer experience.
The practical question for buyers is whether a security tool reduces remediation work, prevents known risks from entering the delivery pipeline or helps teams maintain secure defaults at scale. Conn said:
\u201cWe\u2019re certainly looking at tooling that solves a problem. There\u2019s a lot of them that detect a problem and that\u2019s great as well. Visualization\u2019s great, but if it\u2019s not actually doing something for you, then it can be a bit difficult.\u201d
That distinction is particularly important when securing executive support. \u201cIt\u2019s great that it tells me something,\u201d Conn adds, \u201cbut what is it actually fixing for me?\u201d
Buyers should also avoid applying a one-size-fits-all approach. The right investment depends on an organization\u2019s data, services and risk profile.
\u201cWhat\u2019s very important is to understand your own posture,\u201d Conn said.
The immediate action for CX technology leaders is to map customer-facing systems, the data they handle and the dependencies they rely on. Then assess tools based on whether they reduce the risks in those areas, rather than just adding to the list of issues teams already need to investigate.
As Conn put it, \u201cWe try to look at the security of the product as… a value add.\u201d The strongest security investments will make that value visible through safer customer services, less engineering toil and faster, more reliable delivery.
Does this reflect your experience?<\/p>\n

source<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

As vulnerability volumes grow, CX technology leaders need security tools that do more than generate alerts. Trustpilot\u2019s Dan Conn explains why prioritizing customer-facing risk can reduce remediation work and prevent avoidable vulnerabilities reaching production, protecting customer trust.Cybersecurity teams are under mounting pressure to remediate vulnerabilities quickly, while engineering teams must keep delivering the reliable digital […]<\/p>\n","protected":false},"author":1,"featured_media":28023,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[],"class_list":["post-28022","post","type-post","status-publish","format-standard","has-post-thumbnail","category-technology"],"_links":{"self":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts\/28022","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/comments?post=28022"}],"version-history":[{"count":0,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/posts\/28022\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/media\/28023"}],"wp:attachment":[{"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/media?parent=28022"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/categories?post=28022"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/globalnewstoday.uk\/index.php\/wp-json\/wp\/v2\/tags?post=28022"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}