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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?

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

USA Today Highlights America’s Best Customer Service Brands

In a Customer Experience Magazine article, Laivly CEO Jeff Fettes shares why the next era of AI in customer service isn’t about speed alone, but about trust, context, and supporting better human decision-making in high-stakes moments.

AI Churn Has IT Rebuilding Tech Stacks Every 90 Days

Jeff Fettes, CEO of AI-based CX provider Laivly, isn’t surprised that many enterprises rebuild part of their agent stacks every few months. He sees a similar phenomenon.

Even When Automated, CX Requires a Human Touch

Laivly CEO Jeff Fettes was recently interviewed by No Jitter. Read an excerpt below.

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The Changing Landscape of Email in Customer Experience

Email as a CX support channel is more cost-effective than ever, thanks to generative AI and automation. Learn more in our Fast Company article!

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How Generative AI Succeeds Where Chatbots Failed

The buzz about generative AI is everywhere right now. For those in the contact center space, it might sound a lot like the hype surrounding chatbots several years ago, when customer experience programs were rushing to implement the latest time- and money-saving tech. But where chatbots never truly lived up to their promise, generative AI is set to usher in a major business revolution.

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How Attended AI Can Be Used to Help Improve the Customer Appeasement Process

Read an excerpt from Laivly CEO Jeff Fettes’ article for Forbes about the ways attended AI can help create a smarter appeasement process.