Keith Zubchevich, CEO of Conviva - Why Most AI Agents Fail in the Real World

Keith Zubchevich is the President and CEO of Conviva, where he leads the company at the intersection of agentic AI, real-time analytics, and digital customer experience. After nearly two decades with Conviva, including serving as Chief Strategy Officer, Keith has helped build one of the leading platforms for measuring how consumers actually experience digital products, enabling businesses to optimize performance, reduce friction, and improve outcomes at scale.Before joining Conviva, Keith held senior leadership roles at Riverbed Technology and Cisco. Throughout his career, he has focused on helping organizations use technology to make better decisions, improve customer experiences, and drive measurable business results. Today, he is one of the leading voices on how AI is transforming digital businesses and why measuring AI performance is becoming just as important as building it.Keith explains why today's AI agents are more like toddlers than trusted employees, why an 80% success rate is unacceptable for customer-facing AI, and how businesses should think about deploying, measuring, and improving agentic AI systems. He also shares insights on the future of digital experiences, the importance of real-time analytics, and what leaders need to understand as AI becomes embedded into every customer interaction.Podcast Chapters:00:59 Keith's Journey in Technology and Conviva02:22 The Importance of Measuring Experience in Streaming04:58 The Complexity of Live Event Streaming08:53 Navigating AI and Productivity in Business11:56 Quality of Experience and Fan Engagement14:33 Personalization through AI in Sports Viewing17:42 Structuring Data for AI Insights18:08 The Importance of Structured Data in AI20:20 Consumer Efficiency and the Future of AI23:43 Personal Experiences with AI26:22 Educating the Market on Agentic AI29:49 Continuous Learning and Personal Growth32:06 Lessons from Childhood and the Human Experience