> ## Content Index > Fetch the complete content index at: https://supporthuman.cx/llms.txt > Use this file to discover other available public pages before exploring further. # Cry havoc and all that - URL: https://supporthuman.cx/p/cry-havoc-and-all-that/ - Published: 2026-02-27T04:17:43.000Z - Updated: 2026-08-08T02:22:06.000Z - Author: Steph Lundberg - Tags: Salesloft, AI, If It's Neutral It's Not Technology, LinkedIn, Accountability in Tech, Anthropic, Trust & Safety, Free Speech, stunning and egregious lapses in judgment on the part of Tech CEOs who should know better, Roundup, News, Cybersecurity, beehiiv, Tech, #Import 2026-08-08 01:48, #issue-037 ## News from Around Supportlandia ### Batten down the hatches [VentureBeat’s](https://venturebeat.com/?ref=supporthuman.cx) Louis Columbus reported that [AI attackers had compromised 700 organizations through approved CX platforms like Salesloft](https://venturebeat.com/security/cx-security-gaps-ai-stack-blind-spots?ref=supporthuman.cx). The whole piece is worth reading, as Columbus identifies six common blindspots in the use or management of CX platforms (that are, alarmingly, not even that technically complicated), but this particular bit stood out to me for being painfully accurate (at least in my experience): > These six failures share a root cause: SaaS security posture management has matured for Salesforce, ServiceNow, and other enterprise platforms. CX platforms never got the same treatment. Nobody monitors user activity, permissions or configurations inside an experience management platform, and policy enforcement on AI workflows processing that data does not exist. When bot-driven input or anomalous data exports hit the CX application layer, nothing detects them. Because CX is often neglected as a company's expensive black sheep of business functions, orgs can be pretty loosey-goosey with their tools, and [CX agents often don’t get effective security and data privacy training](https://www.zendesk.com/blog/customer-service-statistics/?ref=supporthuman.cx). And AI companies themselves can be lax about security, even in their advertising; just last week on LinkedIn, [I talked about how dangerous it is](https://www.linkedin.com/posts/smlundberg%5Fi-just-saw-a-post-about-an-ai-tool-that-said-activity-7430276742604365824-BFDN?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) to encourage employees to adopt an AI tool without consulting their company’s IT team just because it’s free. This is why I say that, if you’re in CX, you're also in cybersecurity and trust and safety. We are the first and last defenders of our customers’ data and privacy, and we can’t assume that other teams will do this work for us. There are enough attack vectors in the evolving tech landscape as it is — we shouldn’t be one of them. ### Cry havoc, Claude [Anthropic confirmed to Time](https://time.com/7380854/exclusive-anthropic-drops-flagship-safety-pledge/?ref=supporthuman.cx) on Tuesday that the company has decided to “radically overhaul \[its Responsible Scaling Policy\],” including its “promise to not release AI models if Anthropic can’t guarantee proper risk mitigations in advance.” At the risk of repeating myself (I’ve written [several](https://supporthuman.cx/p/the-music-vs-the-machines/) [times](https://supporthuman.cx/p/tech-has-an-accountability-problem/) about [what a stupid idea this is](https://supporthuman.cx/p/danger-will-robinson-danger/)), but it is fucking bonkers that any AI company would forge head-first into innovation without stopping to determine whether that technology could cause serious harm to humans, but it is *especially* fucking bonkers for a company at the forefront of AI research and technology to do so, as Anthropic very much is. And it is *really* wild for them to make this decision for what are essentially revenue reasons, as chief science officer Jared Kaplain admitted in an interview with Time: > “We felt that it wouldn't actually help anyone for us to stop training AI models\[.\] We didn't really feel, with the rapid advance of AI, that it made sense for us to make unilateral commitments … if competitors are blazing ahead.” Anthropic tries to argue in its new RSP that this isn’t a matter of money, but instead one of safety: > “If one AI developer paused development to implement safety measures while others moved forward training and deploying AI systems without strong mitigations, that could result in a world that is less safe,” the new version of the RSP, approved unanimously by Amodei and Anthropic’s board, states in its introduction. “The developers with the weakest protections would set the pace, and responsible developers would lose their ability to do safety research.” This argument is rationalizing, self-serving, and frankly, bullshit. It *might* work if we, Anthropic’s customers, didn’t have any say in what AI models and tools we used, but we do. I don’t know about you, but if I needed to pick a bus to ride, I’m going to pick the one that isn’t going to drive me right off a cliff simply because that’s what all the other buses are doing. But it’s also bullshit for the simple reason that Anthropic clearly knows it’s bullshit: > Asked whether Anthropic was caving to market pressure, Kaplan argued that, in fact, Anthropic was making a renewed commitment to developing AI safely. “If all of our competitors are transparently doing the right thing when it comes to catastrophic risk, we are committed to doing as well or better,” he said. “But we don't think it makes sense for us to stop engaging with AI research, AI safety, and most likely lose relevance as an innovator who understands the frontier of the technology, in a scenario where others are going ahead and we're not actually contributing any additional risk to the ecosystem.” They don’t want to “lose relevance as innovators” (read: lose market share) by being more responsible and safe than their competitors, and somehow think this won’t introduce any more risk, but how can they be certain of this if they’re training Claude first and only thinking of mitigation measures afterward? (That “if all of our competitors are transparently doing the right thing” is also galling and doing a lot of heavy lifting — will Anthropic now only be as transparent as their competitors? Because if so, that’s a pretty low bar.) Look, I like Claude. It’s helped me do a lot of stuff that I otherwise might not have been able to do. But as someone with practical and ethical concerns about AI technology, I picked Claude *because* of Anthropic’s considered approach to AI development, not despite it. Anthropic was a leader in the AI space not just because of how powerful Claude can be, but also because it was a much-needed voice of reason. Giving up that voice in favor of making more money means also giving up that place as leader, and will only hurt Anthropic — and us — in the long run. ### That’s some great free speech you have there, be a shame if something happened to it In [a statement yesterday](https://about.netflix.com/en/news/netflix-declines-to-raise-offer-for-warner-bros?ref=supporthuman.cx), Netflix pulled out of the running to buy Warner Brothers, meaning that close Trump ally Larry Ellison or his son David [is set to own it, HBO, CNN, CBS, Paramount, Discovery, and a decent chunk of TikTok](https://www.techdirt.com/2026/02/27/with-netflix-retreat-trump-ally-larry-ellison-will-soon-own-warner-brothers-hbo-cnn-cbs-paramount-discovery-and-part-of-tiktok/?ref=supporthuman.cx). There’s no doubt this is part of a plan to gain control of a large share of American media ahead of the midterms, because what better way to influence the outcome than to own what’s said and reported about it? We can only hope that the Justice Department will block the merger, but, uh, [let’s just say I’m not holding my breath](https://www.npr.org/2026/02/27/nx-s1-5728865/warner-bros-paramount-ellison-family?ref=supporthuman.cx). Incidentally, if you’re a writer of any kind, it’s more important than ever to own your audience, and — if you can — your platform.[1](#note-1) Don’t rely on social media like TikTok, X, or LinkedIn to distribute and house your content. Doing so was ill-advised even before Trump, and it’s a disaster waiting to happen now. ## And Now for Some Good News A light week for career news, but I think everyone is just as swamped as I am. 😅 - [Juskiran Chadha](https://www.linkedin.com/in/juskiranchadha/?ref=supporthuman.cx) joined [Credit Karma (Intuit)](https://www.intuit.com/?ref=supporthuman.cx) as a Principal Customer Experience Professional. - [Michaela Kimber](https://www.linkedin.com/in/michaela-kimber-3b599a10/?ref=supporthuman.cx) joined [Leadoo](https://leadoo.com/?ref=supporthuman.cx) as Head of Customer Success. - [Chad Horenfeldt](https://www.linkedin.com/in/chadhorenfeldt/?ref=supporthuman.cx) earned an Introduction to P&L Fluency certification from [Pavilion](https://www.joinpavilion.com/?ref=supporthuman.cx). ## Read, Watch, and Listen ### Read [Erica Beyea](https://www.linkedin.com/in/ericabeyea/?ref=supporthuman.cx) wrote a great piece for KnowledgeOwl [explaining important frameworks in knowledge management](https://www.knowledgeowl.com/blog/posts/service-knowledge-management?ref=supporthuman.cx) (like KCS and SKMS). [Coley Logan](https://www.linkedin.com/in/coleylogan/?ref=supporthuman.cx) shared a short but important [reminder for companies requiring in-office work in San Francisco](https://www.linkedin.com/posts/coleylogan%5Fa-reminder-for-any-company-requiring-in-office-activity-7432647675889762304-YMZ2?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Anil Dash](https://www.linkedin.com/in/anildash/?ref=supporthuman.cx) gave us some [concrete actions we can take to limit AI’s harms against children](https://www.anildash.com/2026/02/23/taking-action-ai-harms/?ref=supporthuman.cx). Wired’s Steven Levy wrote that [Wall Street is suffering from AI psychosis](https://www.wired.com/story/wall-street-has-ai-psychosis/?ref=supporthuman.cx). (I haven’t even defined it, but I already know you’re nodding your head). If you need something to spark joy, [Craig Stoss](https://www.linkedin.com/in/cstoss/?ref=supporthuman.cx) made a delightful site where you (or, you know, your toddler) [can keysmash](https://www.stoss.ca/smash/?ref=supporthuman.cx). That my favorite [Mercer](https://www.linkedin.com/in/smithmercer/?ref=supporthuman.cx) [got her white sauce](https://www.linkedin.com/posts/smithmercer%5Fyesterday-i-ordered-halal-and-they-didnt-activity-7430340425573445632-DDc1?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) is a win for us all. ### Watch [Bee Gagliardi](https://www.beegagliardi.com/?ref=supporthuman.cx) took a look at [1Password’s customer journey](https://www.beegagliardi.com/writing/1password-cx-review?ref=supporthuman.cx). In the inaugural episode of [Support Stack Solo](https://www.youtube.com/playlist?list=PLEMxn%5FBnZO%5FKw-xrvywHLqxQku-IqMIP2&ref=supporthuman.cx), [Conor Pendergrast](https://www.linkedin.com/in/conorpendergrast/?ref=supporthuman.cx) asked [whether you’re building the wrong Fin procedure first](https://www.youtube.com/watch?v=aqBtCvpXNcg&ref=supporthuman.cx). Sam Altman[ called his mother (again)](https://www.linkedin.com/posts/reneeeshaw%5Fopenai-founder-calls-his-mom-again-activity-7432338063302918144--m6X?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). Decorated Olympic athlete Eileen Gu [takes us into her head](https://www.linkedin.com/posts/markalansamuel%5Fone-of-the-best-takes-ive-ever-listened-activity-7432147781265547264-1zET?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). (I’m normally not a sports person, but I love how she articulates things and strive to match her smarts.) ### Listen Topically, [Ctrl-Alt-Speech](https://ctrlaltspeech.com/?ref=supporthuman.cx) talked to Casey Newton (of [Platformer](https://www.platformer.news/?ref=supporthuman.cx) fame) about, among other things, [Anthropic dropping its safety pledge and its battle with the Department of Defense over how its AI models are used](https://podcast.ctrlaltspeech.com/2315966/episodes/18757776-let-fly-the-claudes-of-war-with-casey-newton?ref=supporthuman.cx).[2](#note-2) ## Upcoming Events **How to Start a Career in Community Management** February 28 at 11:00am ET. Online event hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP here.](https://events.cmxhub.com/events/details/cmx-ilorin-presents-how-to-start-a-career-in-community-management/?ref=supporthuman.cx) **CX Virtual Summit** March 2 at 10am ET. Online event hosted by [Instant Teams](https://instantteams.com/?ref=supporthuman.cx). [Register here.](https://instantteams.wistia.com/live/events/rsu50xq23z?ref=supporthuman.cx) **Beyond the Basics: AI in GTM** March 3 at 5:30pm PT, Intercom office, San Francisco, CA. Hosted by [Customer Success Meetup](https://community.customersuccessmeetup.com/?ref=supporthuman.cx). [Register here.](https://community.customersuccessmeetup.com/public/events/beyond-the-basics-ai-in-gtm-qfygbgnke3?ref=supporthuman.cx) **What High-Performing CX Teams Automate (and What They Never Will)** March 4 at 3pm ET. Hosted by [Front](https://front.com/?ref=supporthuman.cx), feat. [Kevin Yang](https://www.linkedin.com/in/yangkevin/?ref=supporthuman.cx) (Front), [Alyssa Medina](https://www.linkedin.com/in/alyssaedelman/?ref=supporthuman.cx) (Fathom). [Register here.](https://events.front.com/register/8389c0d6-36e8-4007-b059-0e9744313f8d/?ref=supporthuman.cx) **Frameworks, Not Guesswork: Making Better Decisions with AI** March 6 at 1pm ET. Online event hosted by [ElevateCX](https://elevatecx.co/?ref=supporthuman.cx), feat [Alex Hong](https://www.linkedin.com/in/alex-j-hong?ref=supporthuman.cx) (Syncly), [Chrissy Sebald](https://www.linkedin.com/in/chrissysebald?ref=supporthuman.cx) (Boldr), and [Erica Clayton](https://www.linkedin.com/in/e-clayton?ref=supporthuman.cx) (Forethought). [Register here.](https://us02web.zoom.us/webinar/register/WN%5FcTErpcHwTzCGfoDbPtmkxA?ref=supporthuman.cx) **From Contribution to Influence - Using Your Strengths to Shape What Comes Next** March 10 at AutogenAI, London, UK. Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Register here.](https://luma.com/5pxlpb8t?ref=supporthuman.cx) **Customer Success Summit New York** March 10-11 at Convene, NYC, NY. Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Get tickets here.](https://events.customersuccesscollective.com/location/supportnyc/register?ref=supporthuman.cx) **Chief Customer Officer Summit New York** March 11 at Convene, NYC, NY. Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Request invite here.](https://events.customersuccesscollective.com/location/cconewyork/register?ref=supporthuman.cx) **The AI Trust Gap in Support** March 12 at 2pm ET. Online event hosted by [Hiver](https://hiverhq.com/?ref=supporthuman.cx), feat. [Karen Lam](https://www.linkedin.com/in/karenklam/?ref=supporthuman.cx) (Top Hat), [Christian Sokolowski](https://www.linkedin.com/in/christian-sokolowski-29453266/?ref=supporthuman.cx) (Rebuy Engine), [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) (SupportNinja), [Luke Via](https://www.linkedin.com/in/lukevia/?ref=supporthuman.cx) (Hiver). [Register here.](https://stephanie-lundberg.ghost.io/ghost/?ref=supporthuman.cx) **Community Led Growth MicroConf** March 13 in NYC, NY. Hosted by [Tightknit](https://tightknit.ai/?ref=supporthuman.cx). [Get tickets here.](https://luma.com/clg?ref=supporthuman.cx) **A CCO’s view: How Ironclad elevates CX through B2B support** March 17 at 12pm ET. Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register here.](https://www.customersuccesscollective.com/practical-playbook-for-ai-driven-b2b-support/?ref=supporthuman.cx) **Customer Success Conversation & Connection** March 18 at 5:00pm GMT, Market Halls Paddington, London, UK. Hosted by [Angela Scott](https://www.linkedin.com/in/angelajscottuk/?ref=supporthuman.cx). [Get on waitlist here.](https://www.eventbrite.com/e/customer-success-conversation-connection-in-person-london-meet-up-tickets-1969274003556?aff=erelexpmlt&ref=supporthuman.cx) **Success Amplified: At The Top** March 25 at 1:30pm EDT in NYC, NY. Executive forum hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx). Keynote by [Cassie Young](https://www.linkedin.com/in/cassyoung/?ref=supporthuman.cx). [Get tickets here.](https://luma.com/zn084o5v?ref=supporthuman.cx) ![A tumblr post by lawschoolruinedme: Potential Client: Why should I pay for this? What's the difference between your services and these online AI tools? Me, a Lawyer with ~10 Years Experience: First of all, my hallucinations are managed by medication](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/33A3F2C0-C29B-46E4-A8DC-6BA521CFB89C_1_201_a.jpeg) 1. I don’t own my platform ([I use beehiiv](https://www.beehiiv.com/?via=Stephanie-Lundberg&ref=supporthuman.cx)), but that’s only because this isn’t my main gig. If I needed to, I could switch very easily to a self-hosted Ghost site. If you can’t own your platform, the next best thing is a quick-to-execute backup plan. 2. I picked the title for my coverage of Anthropic’s new RSP (Cry havoc, Claude) before I listened to the podcast, so I’m keeping it. But I’m not surprised that we both found [that quote](https://nosweatshakespeare.com/quotes/famous/cry-havoc-let-slip-dogs-war/?ref=supporthuman.cx) imminently appropriate.