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

Steve Blood, VP of Market Intelligence at Five9, exposes the hidden dangers lurking within legacy contact center systems. While many CX leaders view modernization as daunting, Blood argues that standing still is actually the most expensive decision you can make.Blood reveals how on-premises platforms are quietly draining value through lost customer insights, agent frustration, and missed personalization opportunities—what he calls the "hidden cost of the unknown." More critically, he unpacks why the upcoming EU AI Act in 2026 will force organizations to rethink their entire technology strategy or face massive fines.Blood doesn't just outline the problems; he offers a pragmatic roadmap for moving from legacy to AI-first without the "big bang" risks. From building a credible business case that unites IT and CX leaders to empowering agents as AI supervisors, this conversation is packed with actionable advice.If you're debating whether to modernize now or wait, this interview explains why the window for waiting is closing fast—and how to make your move with confidence.Watch now to discover why the future of CX belongs to the bold, not the comfortable.