CX Today The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders
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Jan 19, 2026 Steve Blood, VP of Market Intelligence at Five9, dives into the hidden dangers of legacy contact center systems. He emphasizes that doing nothing can be the costliest choice for CX leaders, citing lost insights and missed opportunities as major pitfalls. Blood explains the importance of aligning IT and CX efforts and highlights the upcoming EU AI Act as a game-changer for technology strategies. With actionable advice, he advocates for empowering agents and building a solid business case for AI migration, making a compelling case for those hesitant to modernize.
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Hidden Cost Is The Unknown
- Legacy on‑prem contact centres hide a costly lack of conversation data and real‑time insights.
- Moving to cloud surfaces transcription and LLM capabilities that reveal what drives costs, churn and loyalty.
Lead With Business Problems
- Start migration conversations by diagnosing the business problems you must solve, not just IT cost savings.
- Build a phased program: prove one use case, measure results, then expand to reduce big‑bang risk.
Bolt‑Ons Multiply Complexity
- Bolt‑on AI on top of premises tech works as a start but multiplies complexity and integration risk.
- A unified architecture embedding AI across capabilities gives smoother customer and agent experiences.