AI in customer experience doesn’t fail because of a lack of insight. It fails when organizations cannot turn insight into timely, accountable action.
Liveops helps organizations move from AI experimentation to measurable CX outcomes with a clear maturity model, governance structure, and operating approach built for real-world execution.
Explore flexible customer experience solutions
Crawl
Walk
Run
Fly
AI success in CX is not about jumping to automation as fast as possible. It‘s about progressing through the right stages in the right order, so that trust, governance, and measurable outcomes grow together.
Cut through the AI noise to focus on real CX problems that are worth solving.
Understand where you are today to avoid premature or misaligned investments.
Apply AI where it can change decisions and deliver measurable impact.
Build trust, governance, and measurement so AI stays valuable over time.
The difference between crawl, walk, run, and fly is not just the AI model. It’s who is allowed to act, how quickly action happens, and how consistently outcomes are measured.
Maturity is not a label. It’s an operating model decision. Each stage expands AI’s role from observation to optimization.
AI observes and explains: At this stage, AI is used to surface patterns, summarize interactions, and highlight opportunities. Human teams retain full decision authority while AI earns credibility and boundaries.
What this looks like:
– Insights are visible but not yet operationalized
– Teams use AI to understand trends and identify friction
– AI provides insights, not actions
– Confidence and credibility are still being established
Primary goal: Build trust and understanding, not speed
Watchout: Do not automate customer-facing or front-line-impacting decisions too early.
AI recommends actions: AI begins to support decision-making in workflow with recommendations and rationale. Humans still approve, edit, or reject actions, and accountability remains central.
What this looks like:
– Pre-approved, low-risk actions are introduced
– AI supports decision-making, but humans remain accountable
– Teams begin defining repeatable response patterns
– Exceptions are still handled through human review
Primary goal: Build consistency and reduce delay
Watchout: Do not introduce automation without clear ownership, oversight, and rollback paths.
AI executes defined actions: AI can carry out pre-approved actions in clearly defined scenarios, with human oversight for exceptions and edge cases. Outcomes are measured, and actions begin to adjust based on results.
What this looks like:
– Ownership and accountability are clearly assigned
– AI executes predefined actions at operational speed
– Outcomes are measured and actions adjust based on results
– CX operations become more proactive and less reactive
– Humans shift from primary decision-makers to strategic overseers
Primary goal: Increase operational speed with control
Watchout: Do not automate edge cases or ambiguous scenarios.
AI adapts and optimizes continuously: AI is trusted to act independently within well-defined lanes, while governance, monitoring, and auditability protect consistency and compliance. Execution becomes faster, more repeatable, and more resilient at scale.
What this looks like:
– AI is trusted to act independently in defined scenarios
– Execution is repeatable, predictable, and auditable
– Drift and bias are continuously monitored
– AI contributes to performance optimization at scale
– The organization is optimized for consistency and control
Primary goal: Sustain value while protecting trust
Watchout: Do not mistake adaptability for lack of governance.
CCW EVENT RECAP | AI MATURITY REALITY CHECK
At CCW Orlando, Liveops executive Liliana López-Sandoval, Head of Technology and Innovation, led a candid discussion on AI maturity and what it really takes to move from insight to consistent, accountable action. This recap captures the strongest themes from the room and what the live polls revealed about where teams are today, where governance is lagging, and what comes next for scaling responsibly.
What OUR clients say
What OUR clients say
What OUR clients say
Liveops helps organizations build AI-enabled CX operations that are practical, governed, and measurable.
We help teams:
Whether you are starting with AI insight visibility or advancing toward automated execution in defined workflows, Liveops helps you move forward with precision.
Customer serviceOffer responsive support across every touchpoint—voice, email, chat, and more. Our remote model helps you deliver brand-aligned customer care at scale.
Sales and lead generationWhether you’re launching a new product or expanding your reach, experienced agents drive results with on-brand conversations that engage and convert.
Technical supportFrom troubleshooting to escalations, we provide knowledgeable, always-on support that strengthens trust and loyalty with every interaction.
Back office supportAgents handle behind-the-scenes tasks—from order entry to administrative support—so your teams can focus on high-impact work.
AI can generate insight fast. The organizations that win are the ones that can act on it consistently.
Let Liveops help you define your maturity stage, strengthen governance, and build a CX AI operating model that delivers measurable value.
Explore flexible customer experience solutions
