Forrester's Q1 2026 Wave evaluation repositions AI as the primary service layer rather than a deflection tool, fundamentally flipping the operating model so that AI handles the majority of interactions whilst human agents become the exception layer focused on complex scenarios, correction, and recovery. CX leaders must now demand platforms with tightly blended AI and agent experiences, robust measurement and optimisation frameworks, and agentic execution capabilities—treating this as a workforce redesign rather than a platform upgrade, with governance, accountability, and skills development becoming critical to preventing scaled failures and ensuring AI performs with the discipline and honesty required to deliver genuinely human-centred service.
Forrester released its Wave evaluation of customer service solutions for Q1 2026, and it puts AI agents at the center of enterprise service strategy. The report argues that AI is shifting customer service away from a reactive, manual cost center. It positions AI as the mechanism for proactive, perso
The Forrester Wave Says AI Will Run Customer Service, CX Leaders Need A New Operating Model CX Today