Which security controls must be considered for CX platforms?

• A. Encryption and security logging only.
• B. Identity and access management, encryption, threat detection, logging, and regular security testing.
• C. Physical security only.
• D. No security considerations.

Answer: (B)

In CX platforms, a layered security approach is essential because customer data moves through the system and access must be tightly controlled. An effective security posture combines identity and access management to ensure that only the right people and services can reach the platform, with appropriate authorization and multi-factor authentication as needed. Encryption protects data both at rest and in transit, so sensitive information remains confidential even if storage or network channels are compromised. Threat detection continuously watches for unusual or unauthorized activity, enabling rapid response to potential breaches. Logging provides a detailed audit trail of who accessed what and when, which is crucial for investigations, compliance, and accountability. Regular security testing—such as vulnerability assessments and penetration testing—helps uncover and remediate weaknesses before attackers exploit them, ensuring defenses stay effective as the platform evolves.

The other options fall short because they omit one or more essential elements. Focusing only on encryption and security logging leaves gaps in access control, real-time threat recognition, and proactive testing. Physical security alone ignores the digital controls needed to manage identities, protect data in motion and storage, and continuously validate the system’s resilience. And claiming no security considerations are needed is not viable for any modern CX platform handling customer data.