On this episode, we explore why customer experience (CX) leaders need to be aware of developments in AI compliance in 2026 — and why a “light touch” approach puts your CX at risk.
The era of voluntary AI oversight is over. Binding regulations are now enforceable globally. AI-powered fraud is accelerating. And for CX leaders, compliance directly impacts customer trust, and therefore your bottom line.
Our expert guests cut through the complexity, revealing how to navigate fragmented global regulations, what you can do as a CX leader to prepare your organization and why the competitive edge in AI is shifting from who launches first to who launches responsibly.
Listen for the compelling insights of Jeff Brown, general counsel, global privacy officer at TELUS Digital, and Natália Fritzen, head of AI compliance at @Sumsub.
#aicompliance #customerexperience #responsibleai
▶ Benchmark your fraud prevention and compliance program with TELUS Digital’s financial crime and compliance maturity assessment: https://www.telusdigital.com/insights/trust-and-safety/resource/fcc-maturity-assessment
▶ Explore the data behind the fraud trends discussed in this episode with Sumsub’s Identity Fraud Report 2025-2026: https://sumsub.com/fraud-report-2025/
▶ Visit our website to learn more about TELUS Digital: https://www.telusdigital.com
0:00 – Introduction
1:17 – How is the regulatory landscape around AI shifting?
3:03 – What’s the difference between AI regulation, compliance and governance?
4:33 – Why is global AI regulation so fragmented?
5:25 – How should companies approach different regulations across borders?
6:02 – Does the EU AI Act apply to companies outside Europe?
7:33 – What are the penalties for EU AI Act violations?
9:04 – Should companies wait for regulatory clarity before acting?
9:26 – What are the EU AI Act’s transparency requirements?
11:52 – How are bad actors exploiting AI?
12:38 – Why are regulators playing checkers while fraudsters play chess?
14:47 – Is AI compliance keeping pace with AI-powered fraud?
16:53 – How can you assess your fraud prevention program?
17:22 – What’s at stake if companies don’t keep up with AI compliance?
20:21 – Can AI compliance become a competitive advantage?
21:40 – Why does AI compliance matter to CX leaders specifically?
22:50 – What’s the tension between innovation and responsible AI?
24:11 – Who should own AI governance in an organization?
25:06 – What does cross-functional AI governance look like?
27:43 – What’s the first action CX leaders should take?
29:23 – How do you conduct an AI inventory?
31:12 – Conclusion
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