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Laivly in the News

65% of Contact Center Leaders Call Their AI Successful. Yet 43% of Projects Are Delayed or Stalled

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.

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.

How to Build Security into DevSecOps Without Delaying Compliance

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.

Jeff Fettes — Why Most CX AI Pilots Fail at Scale

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.

Layoffs Are Feeling Awfully Tempting For A Lot Of Companies Right Now

How companies are thinking about workforce changes in the age of AI, especially amid economic uncertainty.

The Brutal Metric Companies are Using to Show Their AI Bets are Justified

Laivly CEO Jeff Fettes was featured in a Business Insider article published after Block cut 40% of its staff, despite the fact that Block CEO Jack Dorsey says the company is healthy and profits continue to rise. Is this a sign of things to come?

Laivly Earns Spot on G2’s 2026 Best Software Awards for Best Agentic AI Software Products

Laivly has been named to G2’s 2026 Best Software Awards, placing in the top 50 on the Best Agentic AI Software Products list

Partner Stories

What Happens When Agents Type Less and Listen More

As Scoop Insurance—the brokerage division of Rates.ca—grew, they knew that every customer conversation their brokers have is a chance to protect someone’s home, car, or family. But before partnering with Laivly, too much of their time was spent on something that didn’t directly serve the customer: taking notes.

California Law Gives Food Delivery Customers Right to Talk to a Human

Laivly CEO Jeff Fettes was featured in Customer Experience Dive discussing California’s groundbreaking legislation requiring food delivery companies to provide human support when automation

Thirty bold predictions for AI in 2026

In a conversation with Canadian tech leaders, Jeff highlighted an idea that’s becoming increasingly important: in the next phase of AI adoption, customers won’t just judge companies based on speed or convenience. They’ll judge how trustworthy the AI operating on their behalf really is — from transparency to explainability.

The Red-Circle Playbook Building Real AI Momentum in Customer Service

Gaining momentum in AI for CX implementations doesn’t come from long roadmaps; it comes from rhythm. That’s the core idea Laivly CEO Jeff Fettes