In this episode, Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9, and Martyn Redstone, a consultant specialising in AI regulation.
Together, they unpack where CX teams are most likely to misread the Act, why “we bought it from a big vendor” is not a compliance strategy, and how governance needs to shift from dashboards to outcomes customers actually feel. The conversation also digs into the clash between legacy on-prem approaches and the EU AI Act’s expectations around logging, data visibility, and conformity assessments.
If you are running AI pilots in the contact centre, balancing cloud migration decisions, or trying to protect customer trust while innovating fast, this is your practical briefing.
