In this episode, Alison Dixon shares insights into the fast-evolving cybersecurity environment in Austin, Texas. She discusses the rising importance of protecting both personal and corporate data amid growing cyber threats, emphasizing the dual challenge of convenience versus protection. Alison and Michael explore how AI complicates the landscape—accelerating innovation but also introducing new vulnerabilities. They underscore the urgent need for smarter, password-free security solutions and thoughtful tech adoption that prioritizes user safety.

Michael and Alison explore the importance of deliberate, strategic integration of AI into business operations. They agree that AI should serve genuine business value, not simply act as a marketing add-on. Clear processes and structured systems must precede AI adoption to avoid inefficiencies. Michael points out that transparency in AI systems, such as chatbots identifying themselves and providing human contact options, can significantly enhance customer trust. Both emphasize the need for balance, restraint, and purpose when embracing new technologies.

The conversation turns to the tension between investing in AI and maintaining strong cybersecurity foundations. Alison warns that over-investing in AI while cutting cybersecurity budgets increases the risk of attacks like phishing and ransomware. Michael shares a real-life story about a senior manager’s phone hack that illustrates the importance of vigilance and response protocols. Alison reinforces the need for proactive defenses and risk-reduction strategies rather than reactive training.

Michael recounts a growing trend of AI-driven voice scams, where criminals mimic loved ones’ voices to exploit victims. He shares a case involving an elderly Toronto couple who lost nearly $100,000 to a voice fraud scheme, stressing the importance of using family “safe words” to verify identity. The discussion underscores how easily anyone—public figure or private citizen—can become a target, highlighting the growing sophistication of AI misuse.

Alison and Michael discuss why human behavior remains the weakest link in cybersecurity. They argue that education alone is insufficient and that organizations should focus on eliminating risk exposure through stronger systems and policies. Practical steps such as multi-factor authentication, unique passwords, and an “assume it’s fake” mindset can dramatically reduce vulnerability. Alison notes that leadership accountability and proactive system design are the true foundations of digital safety.

In closing, Michael and Alison revisit the vital role of two-factor authentication (2FA). While it adds a few extra seconds to login, they agree it is a small price for peace of mind. They also caution that the holiday season often brings a spike in cyberattacks, as people let their guard down. Their message is clear: cybersecurity is not just about technology—it’s about disciplined habits, awareness, and making security a leadership priority.

Alison Dixon, the Chief Customer Experience Officer at Portnox, a leading zero trust network access control platform. Alison is at the forefront of shaping how technical, high-stakes industries like cybersecurity can deliver world-class customer experiences.

With a background that spans HR, Sales Enablement, and IT, she brings a uniquely holistic view to customer success—balancing strategy, empathy, and execution. At Portnox, she’s led the charge in transforming onboarding into a competitive advantage, expanding CX beyond support, and building programs that reduce churn and drive long-term value.

LinkedIn: https://www.linkedin.com/in/alison-dixon-msod/