Build The Experience AI Can’t: Announcing Forrester’s 2026 CX Events

Why It Matters

As AI becomes ubiquitous in CX, organizations risk relying on technology alone and losing the human touch that drives loyalty. Understanding how to integrate AI with authentic human insight is crucial for leaders seeking sustainable growth, making this episode timely for anyone planning to adopt AI responsibly and attend the upcoming Forrester events.

Summary

The episode explores how AI is reshaping customer experience (CX) while emphasizing that true differentiation comes from human creativity, empathy, and quality data. It argues that brands must blend machine intelligence with human intention to build trustworthy, lasting experiences, and outlines the upcoming Forrester 2026 CX events where leaders will learn to design human‑centered strategies, operational frameworks, and purposeful AI deployments. The show also teases the new Total Experience Score, now including an Employee Experience Index, highlighting the link between employee and customer experience. Listeners are invited to attend CX Summits and Forums to gain practical insights and hands‑on workshops for building AI‑enhanced experiences that competitors cannot replicate.