Take Control Of Your AI Voyage - Your Customers Deserve It
Forrester, Thursday, April 2nd, 2026
Every week seems to bring another AI milestone. In 2026 alone, we've seen the rise of powerful AI agents that can write code, manage workflows, analyze documents, and increasingly act on our behalf. Adoption by consumers, business buyers, and employees continues to surge.
And yet there's a widening gap between AI's promise and the results that most enterprises are seeing. Despite experimentation, few organizations have translated early AI innovation into meaningful business impact. Productivity gains are incremental. Trust remains fragile. Customer experience, particularly in North America, is at an all-time low. For many executives, AI feels both urgent and elusive at the same time.
That tension won't resolve itself.