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When IT Says No: How a Different Kind of AI Gets Automation Done Anyway

When IT says no to an integration, computer use agents can still automate the workflow. Read Laivly’s guest post for Execs In The Know.

6 Stats Hint at Positive ROI for Gen AI

No Jitter cites Laivly’s 2026 AI Deployment Index: 65% of companies call their latest CX AI initiative a success. Read more about the gen AI ROI roundup.

Why Contact Centers Need AI Infrastructure, Not AI Projects

AI infrastructure in the contact center means the ability to insert AI into your workflow at any point and move, remove or replace it just as easily

Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions

Laivly CEO Jeff Fettes is quoted in a new CX Today article examining Mark Zuckerberg’s vision for personal AI agents and what it could mean for CX.

Meta’s Decision to Invest “Aggressively” in AI Infrastructure Raises Investor Concerns

Meta closed Q2 by positioning its 3.6-billion-person messaging ecosystem as the next frontier for AI-driven customer engagement

Balancing Productivity and Customer Satisfaction with Automation

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?

From Cost Center to Profit Center: How to Actually Monetize AI in CX

Cutting contact center costs with AI sounds simple. Forbes’ CFO newsletter claims the math says otherwise

Behind the disconnect: how CX leaders view AI projects and results

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.

Do Offshore BPOs Have a Future?

Laivly founder and CEO Jeff Fettes examines the future of offshore BPOs in a new bylined article for Contact Center Pipeline.

7 stats suggest decline in human CX agent employment

Laivly’s 2026 AI Deployment Index is cited in a new No Jitter article rounding up data that suggests AI is accelerating a decline in human CX agent employment

The Most Dangerous AI Metric Is the One That Says You’re Successful

Findings from Laivly’s 2026 AI Deployment Index inform a new Forbes article about how contact center teams often focus on the wrong measurements of AI success.

How to Help Employees See AI as a Workplace Ally

The Forbes Technology Council recently asked what leaders could do to help employees embrace AI, and Laivly CEO and Council member Jeff Fettes noted the importance of transparency in AI tools.