CX Today The 2026 Compliance Survival Guide: Demystifying the EU AI Act
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Mar 26, 2026 Martyn Redstone, an AI regulation consultant guiding organisations on the EU AI Act, and Steve Blood, VP of Market Intelligence at Five9 focused on contact centre AI. They unpack where CX teams misread the law. They debate transparency, high-risk contact centre use cases, legacy vs cloud compliance, and how governance must shift to customer-facing outcomes.
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Don't Gamble By Standing Still With Legacy AI
- Avoid 'do nothing' complacency because legacy systems accumulate compliance debt and often fail transparency and oversight tests.
- Martyn recommends proactive migration to a governed framework with documentation and risk management processes.
Traffic Light Risk Model For AI Use
- The Act uses a traffic-light risk model: prohibited practices, high-risk systems, and limited-risk tools with transparency duties.
- Martyn lists banned items (manipulative AI, social scoring) and green-light CX tools that still require disclosure.
Buying AI Doesn't Remove Your Liability
- Common misconceptions: not all AI is high risk and buying from a big vendor doesn't remove deployer obligations.
- Martyn warns deployers retain non-delegable duties and legacy black-box systems are a hidden legal risk.