Laivly in the News

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

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?

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

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.

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

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

Sixty-five percent of customer experience (CX) leaders classify their most recent AI project as a success. Yet 43% of all projects are currently delayed or stalled, 53% have exceeded budget, and 28% have lost revenue due to AI that cannot handle customer complexity.

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.

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.

As a member of the Forbes Technology Council, Laivly CEO Jeff Fettes offered his insight about how organizations can best embed security into their everyday practices to ensure consistent, streamlined compliance.

In an interview with AI Time Journal, Laivly CEO Jeff Fettes talks about building operational clarity around enterprise AI for contact centers, the importance of continuous monitoring and improvement, and how customer expectations vary by industry and organization.