July 10, 2026
Featured
Laivly’s 2026 AI Deployment Index is at the center of a new CX Dive article examining why so many “successful” AI deployments are quietly falling short. Two-thirds of CX leaders call their most recent AI project a success, yet the survey found 53% of projects have exceeded budget and 43% are delayed or stalled, with 28% of leaders tying lost revenue directly to AI that can’t handle customer complexity.
Senior editor Kristen Doerer digs into the disconnect with Gartner’s Ian Elliot, who points to market pressure, misaligned incentives, and flawed performance metrics as the real drivers behind the gap between perceived and actual AI success. The piece also cites Laivly’s findings that a third of leaders see compliance and tone risk from AI tools, and 36% say agents struggle because the tools lack context across interactions.
“While leaders report success based on usage and headcount reductions, the reality on the ground is that the technology often fails to support the workforce.”
Read the full CX Dive article: https://www.customerexperiencedive.com/news/behind-the-disconnect-how-cx-leaders-view-ai-projects-and-results/824521/
Get the full 2026 AI Deployment Index: https://laivly.com/download/ai-deployment-index-2026/
