Zendesk Relate 2026 showed that agentic customer service depends on structured knowledge, new service engineering roles, and operational readiness for AI execution.

Google Cloud Next 2026 opened with Thomas Kurian declaring the end of the AI pilot era and Sundar Pichai comparing the enterprise refrain of last year (“Can we build an agent?”) to today’s: “How do we manage thousands of them?” Google Cloud Next ’26 answers the second question with a single product story: Gemini Enterprise […]

Learn how conversational AI vendors balance rapid innovation with trust and fit for contact centers based on the 2026 Forrester Wave™ evaluation.

In our evaluation of conversational AI platforms for customer service providers, we identified the most significant ones and researched, analyzed, and scored them. This report shows how each provider measures up and helps you select the right one for your needs.

Recent, public AI agent and bot failures have exposed the hazards of forgoing testing. Here’s what you should do before rolling out your own agents.

Join Forrester experts and your peers for an interactive presentation that will dive deeper into Forrester’s 2026 Predictions for customer service.Key takeaways: Understand the changing technology, consumer, and market dynamics in store in 2026. Uncover new insights based on Forrester’s research and expert analysis.Prepare your team and your organization for what’s ahead. Target audience level: all levels

Organizations are turning to conversational AI (CAI) to improve support experiences, but adoption is often harder than expected. Success depends on aligning CAI initiatives with clear business goals like reducing resolution time and improving satisfaction. Buyers must choose from a fast-evolving landscape of tools, including model toolboxes, no-code platforms, and vendor-managed solutions. Selection should reflect current needs, available resources, and plans for future expansion. This report helps buyers navigate the market and make informed decisions to ensure that CAI delivers measurable value.

The goal of this year’s event was to position AWS as a newly transformed, AI-native cloud that’s ready right now. Here’s a closer look at the key announcements and developments.

Business leaders struggle to identify which tech solutions will solve their business problems. Vendors’ marketing messaging, and a lack of standardization in the market, amplify the challenge. Although there are standard market categories for tech, there have been no universal rules for the functions each category provides — until now. This report outlines Forrester’s Function-First Tech Buying Framework, which creates standards for the functionality included in each tech market category. This report uses the Function-First Tech Buying Framework to look at the contact-center-as-a-service (CCaaS) category.

Every business leader and organization wants to create better AI applications and experiences, and the planning and development of these applications are essential to successful deployment. Organizations must align the right teams and answer the right questions to avoid future pitfalls and roadblocks. This tool helps organizations determine the right questions to ask and the key considerations for developing these applications — with the flexibility to adapt to emerging innovation and market changes. Leaders should use this template with their internal teams to create a foundation for a better conversational AI application.