Keith Zubchevich

Keith Zubchevich helps digital businesses understand what their customers actually experience — not just what dashboards say is happening. He leads Conviva's work at the intersection of agentic AI, real-time analytics, and customer experience, with a focus on measuring outcomes, friction, and risk once AI is deployed in production.

He has spent nearly 20 years scaling Conviva, previously serving as chief strategy officer, and has built a reputation for cutting through AI hype with operator-level realism. He frequently speaks with the media about why customer-facing AI fails, how to measure accuracy and efficiency in automated systems, and why "80% success" in consumer transactions is functionally a failure.