For the Global Chief Technology Officer (CTO) of a leading experiential leisure provider, security is mission critical to protecting a business built on reputation, digital innovation, and guest experience. The company operates large-scale immersive venues across the UK and US, blending activity-driven hospitality with premium dining and vibrant spaces designed for hundreds of guests. With a lean, centrally managed IT team responsible for securing locations worldwide, the challenge is balancing robust cybersecurity with operational efficiency and customer experience.
Brand buzz attracts attention – and attacks
Mid-sized, fast-growing hospitality organizations face a unique risk profile. When systems go down in a venue, the impact is immediate: hundreds of disrupted guest experiences, lost revenue during peak hours, and potential long-term reputation damage. Each time the organization opened a new venue, the surge of marketing buzz attracted attention in local markets and waves of sophisticated cyberattacks, including:
Phishing campaigns leveraging brand momentum to lure employees into clicking on malicious links.
AI-enhanced impersonation using advanced techniques to create AI-generated video calls and deep-researched, contextualized emails
Fake domains targeting leadership with AI-generated messages that contained insider context gleaned from public information.
“Our endpoint security and antivirus tools were powerless against these sophisticated AI-powered campaigns. We didn’t want to manage incidents anymore. We wanted to prevent them from ever happening.” - Global CTO
Proactive, preventative security with Darktrace AI
The company’s cybersecurity vision was clear: “Proactive, preventative – that was our mandate,” said the CTO. With a lean and busy IT group, the business evaluated several security solutions using deep-dive workshops. Darktrace proved the best fit for supporting the organization’s proactive mindset, offering:
- Autonomy without added headcount: Darktrace provided powerful AI-driven detection and autonomous response functions with minimal manual oversight required.
- Modular adoption: The company could start with core email and network protection and expand into cloud and endpoint coverage, aligning spend with growth.
- Partnership and responsiveness: “We wanted people we trust, respect, and know will show up when we need them. Darktrace did just that,” said the CTO.
- Affordability at scale: Darktrace offered reasonable upfront costs plus predictable, sustainable economics as the company and IT infrastructure expanded.
“The combination of AI capabilities, a scalable model, and a strong engagement team tipped the balance in Darktrace’s favor, and we have not been disappointed,” said the CTO.
Phased deployment builds trust
To minimize disruption to critical hospitality systems like global Point of Sales (POS) terminals and Audio-Visual (AV) infrastructure, deployment was phased:
- Observation and human-led response: Initially, Darktrace was deployed in detection-only mode. Alerts were manually reviewed.
- Incremental autonomous response: Darktrace Autonomous Response was enabled on select models, taking action on low-risk scenarios. Higher-risk subnets and devices remained under human control.
- Full autonomous coverage: With tuning and reinforcement, autonomous response was expanded across domains, trusted to take decisive action in real time. Analysts retained the ability to review and contextualize incidents.
“Darktrace managed the rollout through detailed, professional, and responsive project management – ensuring a smooth, successful adoption and creating a standardized cybersecurity playbook for future venue launches,” said the CTO.
AI delivers the outcomes that matter
Measurable efficiency replaces endless alerts
Darktrace autonomous response significantly decreased false alerts and noise. “If it’s quiet, we’re confident there isn’t a problem,” said the CTO. Within six months, Darktrace conducted 3,599 total investigations, detected and contained 320 incidents indicative of an attack, resolved 91% of those events autonomously, and escalated only 9% to human analysts. The efficiency gains were enormous, saving analysts 740 hours on investigations within a single month.
Precision AI turns inbox chaos into calm
Darktrace Self-Learning AI modeled sender/recipient norms, content/linguistic baselines, and communication patterns unique to the organization’s launch cadence, resulting in:
- Automated holds and neutralizations of anomalous executive-style messages
- Rapid detection of novel templates and tone shifts that deviated from the organization’s lived email graph, even when indicators were not yet on any feed
- Downstream reduction in help-desk escalations tied to suspicious email
Full visibility fuels real-time response
Darktrace gives IT direct visibility without extra licensing, and it surfaces ground truth across every venue, including:
- Device geolocation and placement drift: Darktrace exposed devices and users operating outside approved zones, prompting new segmentation and access-control policies.
- Guest Wi-Fi realities: Darktrace AI uncovered high-risk activity on guest networks, like crypto-mining and dark-web traffic, driving stricter VLAN separation and access hygiene.
- Lateral-movement containment: Autonomous response fenced suspicious activity in real time, buying time for human investigation while keeping POS and AV systems unaffected.
Smarter endpoints for a smarter network
Endpoints once relied on static agents effective only against known signatures. Darktrace’s behavioral models now detect subtle anomalies at the endpoint process level that EDRs often miss, such as misuse of legitimate applications (commonly used in living-off-the-land attacks), unapproved application usage and policy violations. This increases the accuracy and fidelity of network-based investigations by adding endpoint process context alongside existing EDR alerts.
Autonomous response for continuous compliance
Across PCI, GDPR, and cross-border privacy obligations, Darktrace’s native evidencing is helping the team demonstrate control rather than merely assert it:
- Asset and flow awareness: Knowing “what is where” and “who talks to what” underpins PCI scoping and data-flow diagrams.
- Layered safeguards: Showing autonomous prevention, network segmentation, and rapid containment supports risk registers and control attestations.
- Audit-ready artifacts: Investigations and autonomous actions produce artifacts that “tick the box” without additional tooling.
Defining the next era of resilience with AI
With rapid global expansion underway, the company is using its cybersecurity playbook to streamline and secure future venue launches. In the near term, IT is focused on strengthening prevention, using Darktrace insights to guide new policy updates and infrastructure changes like imposing stricter guest-network posture and refining venue device baselines.
For tech leaders charting their path to proactive cyber defense, the CTO stresses success won’t come from sidestepping AI, but from turning it into a core capability.
“AI isn’t optional – it’s operational. The real risk to your business is trying to out-scale automated adversaries with human speed alone. When applied to the right use case, AI becomes a catalyst for efficiency, resilience, and business growth.” - Global CTO
























![Packet Capture (PCAP) of PyNightShade, the Python-based variant of CastleRAT, communicating with the geolocation API service ip-api[.]com.](https://cdn.prod.website-files.com/626ff4d25aca2edf4325ff97/69275c5ecce362fa92c1aeaa_Screenshot%202025-11-26%20at%2012.00.24%E2%80%AFPM.png)



