Rather than being driven by hype cycles or geopolitical rhetoric, business and technology leaders in the Asia Pacific region in 2026 will focus on pragmatic strategies in response to the region’s complex economic, regulatory, and cultural landscape. Find out more in our 2026 predictions for APAC.

Instead of driving fragmentation, the economic, cultural, and regulatory diversity in Asia Pacific (APAC) is producing pragmatic, context-aware technology strategies. In 2026, APAC leaders will balance hype and politics with utility, cost, and resilience. Sovereignty will shape AI infrastructure choices, quantum security will become a mainstream concern, and an electric vehicle (EV) boom will boost enterprise adoption of Chinese technology. Enterprises will move beyond experimentation to adopt diverse cloud strategies and product mindsets. This report presents Forrester’s five predictions for APAC in 2026 and outlines how leaders can continue to make grounded, high-impact technology decisions.

Far from a year of transformation for customer service leaders, 2026 will see organizations mired in a raft of unglamorous work to solidify the foundations of AI operations, including change management and talent. It won’t be easy: Customer service quality will dip as organizations struggle to scale the remit of AI while crashing into operational realities. Organizations have lapped up vendor promises that AI empowers customers to self-serve on their terms, with fewer but more-specialized human agents to boost customer satisfaction and lower operational costs. Most organizations cannot achieve these efficiencies. Against this backdrop, vendors will fight for greater control of end-to-end AI operations.

Business process outsourcing (BPO) services have depended on human labor to handle noncore business and IT capabilities like customer support, data entry, payroll, and IT operations. While the traditional outsourcing model successfully lowers costs, it struggles to meet the growing demand for agility, innovation, and enhanced customer experiences. BPO providers have started to compose AI-powered services to stay competitive, establish differentiation, and deliver enhanced value. This report helps business and tech leaders understand the state of AI-powered BPO services and provides best practices for choosing the right providers for their AI servicing needs.

Despite their promise, many digital adoption platform (DAP) initiatives fail to scale due to fragmented ownership, inconsistent execution, and lack of strategic alignment. Learn the benefits some organizations are realizing by establishing centers of enablement around DAPs.

Digital adoption platforms (DAPs) have become key enablers to achieving better value, experience, and ROI in enterprise software transformation efforts. But siloed deployments of DAPs limit their effectiveness. Technology leaders should consider setting up a center of enablement (COE) to efficiently scale adoption initiatives and boost digital transformation efforts across the organization. This report helps leaders gain an understanding of the need and scope of a DAP COE and guidance on how to get started.

AI is being marketed as a technology that will transform customer service for the better, but results are lacking. Here’s why.

Capgemini’s recent announcement of its intent to acquire WNS for $3.3 billion represents more than just consolidation in the business process outsourcing (BPO) space. This deal reflects a decisive shift in the industry: The traditional, labor-intensive outsourcing model is giving way to intelligent, AI-powered service delivery. In today’s BPO market, AI is no longer a […]

The contact center is facing a pivotal moment as AI reshapes the foundational assumptions of customer service while exposing the cracks in outdated systems and strategies. To succeed in this era of transformation, leaders must rethink how technology aligns with operational goals and embrace AI as a catalyst for simplicity, agility, and measurable impact. This report explores the forces driving this shift and provides strategic guidance to help customer service leaders adapt to the demands of an AI-powered future for technology, staffing, and operations.

While popular use cases for AI in customer service revolve around improving customer engagement, contact centers are steadily adopting AI to build operational efficiencies to improve customer and agent experiences. Contact centers use AI to help agents draft responses in text channels like email and chat, enable copilot-like support, and summarize customer interactions. AI is also disrupting how contact centers streamline knowledge management, with enhanced conversation analytics and faster creation of knowledge and training materials paving the way for more nuanced AI applications within the contact center. This is a snapshot of Forrester’s data on the use of AI in contact centers.