Steve Blood

VP of Market Intelligence at Five9 with expertise in contact centre modernization, AI-first strategies, and regulatory implications such as the EU AI Act, offering practical guidance on migrating from legacy systems.

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Jan 19, 2026 • 22min

The Hidden Cost of Doing Nothing: What Legacy Systems Really Cost CX Leaders

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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