July 29, 2026
Featured
Amazing Business Radio host Shep Hyken sat down with Laivly founder and CEO Jeff Fettes to unpack a question CX leaders keep getting wrong: how do you actually know if AI in customer service is working? The episode digs into why so many teams call their AI rollout a success while the metrics that matter say otherwise.
Fettes argues the fix starts with where AI sits in the workflow. Deploying it only at the front end of a call adds cost and slows things down if customers still need a human later, especially if that handoff doesn’t carry context and requires customers to repeat themselves. The conversation also revisits Laivly’s 2026 AI Deployment Index, including the gap between the 65% of leaders who call their AI projects successful and the 43% of projects that are actually delayed or stalled.
As Fettes puts it: “Look at the AI metrics that are intrinsic to your organization.” Success is when AI moves the numbers your business already tracks.
Listen to the full episode: https://hyken.com/amazing-business-radio-show/balancing-productivity-and-customer-satisfaction-with-automation/
Download your copy of Laivly’s 2026 AI Deployment Index: https://laivly.com/download/ai-deployment-index-2026/
