July 31, 2026
Featured
Meta closed Q2 by positioning its 3.6-billion-person messaging ecosystem as the next frontier for AI-driven customer engagement. Business Agents are now live globally on WhatsApp and Messenger, more than a million businesses are using them weekly, and Meta backed the push with $31.1 billion in quarterly capital expenditure. CX Today’s coverage of the announcement asks the question: does that scale of investment actually translate into better customer experience?
To answer, CX Today turned to Laivly founder and CEO Jeff Fettes for perspective on how businesses should be evaluating AI investment. Laivly’s 2026 AI Deployment Index found that 78% of organizations still expect cost savings through agent reductions, and 44% plan workforce cuts within the next year—a pattern that gets the priorities backward, argues Fettes.
“AI should be viewed as an operating strategy first,” he says, and the stakes back that up. The Index found 57% of organizations facing significant AI-driven customer friction are losing 5-10% of sales, while 36% of companies that reduced that friction saw AI actively grow revenue instead.
Read the full CX Today article: https://www.cxtoday.com/ai-automation-in-cx/meta-ai-push-business-agents-investor-concerns/
Download Laivly’s 2026 AI Deployment Index: https://laivly.com/download/ai-deployment-index-2026/
