Successful companies are 22% more likely to have generative AI security policies, yet 41.9% of organizations lack them.
Land o’ Lakes, Florida – Nov. 18, 2025 – Metrigy’s latest research shows security attacks on workplace collaboration and contact center platforms continuing on an alarming upward trajectory, surging more than 300% since 2021. The companies best positioned to capitalize on their technology investments in these areas also have the strongest security posture, with nearly 90% of companies with above-average ROI involving their CISO or CSO in their app strategies, according to the new “Workplace Collaboration and Contact Center Security and Compliance Management: 2026” study.
The global study highlights a critical challenge for businesses: As they adopt more complex apps, features, and generative AI to engage employees and customers, their security and compliance risks multiply. This trend threatens customer data, brand reputation, and the potential return on new technology investments.
“The data is clear: Security can no longer be an afterthought in collaboration and customer engagement technology adoption,” said Irwin Lazar, President and Principal Analyst at Metrigy. “We found that CISO involvement is a key differentiator. When security leaders are part of the purchasing and strategy process from the beginning, companies are far more likely to see a positive return on their collaboration investments and are better protected against rising threats.”
The research also reveals a significant governance gap with regard to generative AI. The study found that while 58.1% of companies have established an organization-wide generative AI security and compliance policy, a concerning 41.9% are operating without one. Metrigy’s data shows that “successful companies”—those with not only reduced cost but increased productivity—are nearly 22% more likely to have a formal generative AI policy in place than their less-successful peers.
“Generative AI presents a massive opportunity, but it’s also a compliance minefield,” Lazar added. “Our research shows that successful leaders are moving quickly to establish policies that protect data and mitigate risk. Those who delay are not only exposing themselves to security incidents, but also failing to build the trust necessary to maximize AI’s benefits.”
The “Workplace Collaboration and Contact Center Security and Compliance Management: 2026” study provides detailed analysis and actionable insights on:
- Organizational strategies and budgets
- Threat identification and mitigation approaches
- Use of specialty security and compliance management tools
- Privacy management and mobile security
- Investment justification in security products
- Contact center fraud protection and use of branded calling
- Best practices for ensuring security and compliance of video assets
- For more information or to purchase the study, visit Metrigy.com.
About Metrigy
Metrigy is an innovative research and advisory firm focusing on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, customer experience, and employee experience—along with several related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.
