AI Agent Performance Measurement: Improving Customer Outcomes at Scale with Keith Zubchevich
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AI Agent Performance Measurement: Improving Customer Outcomes at Scale with Keith Zubchevich
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In this episode of Data Planet, host Emma Davis interviews Keith Zubchevich, President and CEO of Conviva. They explore how businesses are adapting to the rapid rise of AI-driven customer experiences and why real-time measurement is becoming critical to long-term digital success.
Keith shares how Conviva evolved from optimizing streaming video performance for major media companies to helping enterprises monitor and improve AI agent interactions at scale, highlighting the importance of understanding real customer behavior rather than relying solely on traditional funnel models.
The discussion also examines the risks of “silent churn,” where customers abandon frustrating digital experiences without providing feedback, and how reducing friction—even by minutes—can significantly improve conversion outcomes and strengthen long-term customer loyalty.
Conviva website: https://www.conviva.com
