Liveops Moves to Own the AI Roadmap, Turning CX Chaos into Strategy

SAN FRANCISCO, CA – June 17, 2026 – In a calculated move to address the growing chasm between artificial intelligence ambition and execution, customer experience leader Liveops today unveiled its LiveNexus AI Review & Roadmap. This fixed-scope consulting service is more than a new product; it's a strategic maneuver designed to reposition the company from a premier outsourcer to an indispensable AI transformation partner. The offering targets a critical pain point for corporations: the board-level pressure to deploy AI in customer experience (CX) clashing with the internal inability to move promising pilots into production.

By offering a clear, time-boxed path to a defensible AI strategy, Liveops is betting it can capture clients at the most crucial stage of their AI journey—the very beginning—and in doing so, secure its role in the next decade of CX evolution.

The AI Execution Gap: A Market in 'Pilot Purgatory'

The corporate landscape is littered with stalled AI initiatives. Industry research paints a stark picture of a market stuck in "pilot purgatory," where CX leaders, despite recognizing AI's necessity, are operationally paralyzed. A Deloitte study reveals that while over 70% of organizations are investing in AI for their service operations, a significant number are struggling to see transformational impact. The reasons are numerous and complex, creating a perfect storm of demand for expert guidance.

Many organizations lack the specialized internal talent to navigate the rapidly evolving AI landscape, with one survey finding 65% of retailers struggle to keep up with new technologies. Furthermore, poor data quality and the difficulty of integrating AI into legacy systems create significant technical hurdles. According to Forrester, this skills and infrastructure gap is so pronounced that nearly half of all high AI adopters now engage consulting partners just to prepare their data and systems. This creates a "strategy vacuum," where siloed experiments fail to coalesce into a unified, business-driving plan. It is this exact vacuum that Liveops' new service is engineered to fill.

From Abstract Theory to an Operational Blueprint

Liveops' LiveNexus AI Review & Roadmap is designed as a direct antidote to this strategic paralysis. The offering rejects the open-ended, high-cost nature of traditional consulting in favor of a rapid, outcome-focused engagement. In a span of three to six weeks, the service pairs a CX strategist with a technical architect to dive deep into a client's existing operations, technology stack, and compliance frameworks.

This dual-expert approach is critical, as it bridges the common disconnect between business goals and technical feasibility. The process culminates in a prioritized list of AI opportunities, a phased 90-day roadmap, and a board-ready business case complete with modeled cost and revenue impacts. The more advanced six-week tier even includes working prototypes of top-priority use cases, providing tangible proof points to secure executive buy-in.

“We kept hearing the same thing from clients and prospects: they had AI ambitions but no clear way to evaluate where to start or build a credible business case,” said Liliana Lopez-Sandoval, Head of Technology and Innovation at Liveops. “Most organizations don’t need more AI ideas. They need clarity on where AI will create value, where human expertise still matters and how to operationalize both successfully. LiveNexus AI Review & Roadmap gives them a practical path forward based on their customers, operations and technology environment—not generic use cases.”

A Strategic Play to Cement Market Leadership

This launch signals a significant evolution in Liveops' corporate strategy. For over 25 years, the company has built its reputation on providing high-quality outsourced customer service. With this new offering, it is moving upstream in the value chain. Instead of solely executing a client's CX strategy, Liveops is now positioning itself to define that strategy. This is a powerful play in a competitive market that includes not only other CX outsourcers but also major consulting firms like Accenture and IBM.

Where larger consultancies might offer broad, sweeping digital transformation projects, Liveops' offering is surgically focused on the operational realities of the contact center. Its differentiation lies in its speed, fixed scope, and its foundation in the company's own LiveNexus AI and human orchestration platform. The Review & Roadmap is not just a standalone service; it's an on-ramp to the entire LiveNexus ecosystem, designed to guide clients from initial strategy directly into pilot programs and scaled deployments powered by Liveops' technology and talent network. This creates a deeply integrated partnership, making Liveops a far stickier and more strategic vendor.

By embedding itself at the strategic planning level, the firm aims to become the default partner for the entire AI lifecycle, effectively 'outsmarting' competitors by solving the problem before the implementation even begins. This move is a clear signal that in the age of AI, the most dominant players will be those who can provide not just operational muscle, but strategic clarity. The company is set to expand on this theme at the upcoming Contact Center Week in Las Vegas, where Lopez-Sandoval will co-host a session titled, “The Messy Middle: The Operational Reality of Scaling AI in CX,” demonstrating a clear intent to own the narrative around this crucial industry challenge.