Steve Blood
VP of Market Intelligence at Five9, specialising in contact centre technology, vendor strategy and operational adoption of AI for customer service.
Best podcasts with Steve Blood
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14 snips
Mar 26, 2026 • 45min
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
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.
7 snips
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.
