July 22, 2026
Featured
Cutting contact center costs with AI sounds simple. Forbes’ CFO newsletter claims the math says otherwise. Citing Laivly’s 2026 AI Deployment Index, Forbes reporter Megan Poinski notes that 43% of AI projects are delayed or stalled, 53% are over budget, and nearly half have cost companies revenue outright.
For the newsletter’s “Off the Ledger” segment, Poinski sat down with Laivly founder and CEO Jeff Fettes to unpack why. Fettes walked through the flawed math behind typical IVA rollouts, why treating AI as a single use case instead of an end-to-end workflow backfires, and which metrics actually signal ROI.
The turning point, Fettes told Forbes, comes when leaders stop treating CX as pure overhead. He explains that investing in infrastructure that helps teams do their jobs better and keeps customers happy leads to measurable profit.
Read the full Forbes CFO newsletter: https://www.forbes.com/sites/cfo/2026/07/21/from-cost-center-to-profit-center-how-to-actually-monetize-ai-in-cx/
Download a copy of the 2026 AI Deployment Index: https://laivly.com/download/ai-deployment-index-2026/
