June 29, 2026
Featured
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. It’s a paradox; even though a majority of leaders (65%) call their most recent deployment successful, further data reveals missed deadlines, increased customer friction, and lost revenue.
Forbes contributor and CX expert Shep Hyken writes that there’s a danger in companies convincing themselves their AI is a success without identifying the success criteria that actually matter. In addition to citing data from the 2026 AI Deployment Index, Hyken interviewed Laivly founder and CEO Jeff Fettes for the piece.
Fettes summed it up like this: “Organizations often celebrate milestones that are easy to see, such as implementation dates, reduced staff, chatbot launches, or how many tools are being deployed across the business. These metrics create the appearance of progress, but appearances can be deceiving.”
Read the full Forbes article: https://www.forbes.com/sites/shephyken/2026/06/28/the-most-dangerous-ai-metric-is-the-one-that-says-youre-successful/
Download a copy of the 2026 AI Deployment Index: https://laivly.com/download/ai-deployment-index-2026/
