Craig Le Clair,

Craig Le Clair

VP, Principal Analyst

Craig is an internationally recognized expert in automation, AI, and the future of work. His coverage areas include AI agent platforms and use cases, digital process automation, and emerging adaptive process orchestration. Also included are automation centers of excellence (COE), process transformation methods, and AI-driven workforce changes such as agent experience trends. Dynamic case management, document automation use cases, communication platforms as a service, and customer communications management round out his coverage. His 2019 book, Invisible Robots in the Quiet of the Night, and his 2025 follow-up, Random Acts of Automation, both garnered widespread critical acclaim. A prolific writer and speaker, Craig is frequently quoted in The Wall Street Journal, The New York Times, USA Today, Forbes, and many other publications and media outlets.

Research Coverage

Planned Research

What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.

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March 12th, 2026 4:00 PM - 5:00 PM Peer Discussions

Agent Experience (AX): Employee Communication Skills Development For The Age Of AI Agents

With the widespread adoption of AI agents on the horizon, employees will soon have coworkers whose capabilities equal or exceed their own. This shift requires enterprises to rethink how roles will change and what new skills employees will need to succeed. Attend this peer discussion to explore the five agent experience (AX) requirements that will evolve as AI agents become more autonomous. This conversation, hosted by Craig Le Clair, VP and principal analyst, and David Brodeur-Johnson, principal analyst, will include open discussion with participants, so please bring your questions and experiences to share with the group. Questions for discussion:How do we see the role of AI agents evolving? Could they eventually sit at the center of workflows and take on the role humans currently play as primary orchestrators? What is the progression or maturity path for AI agents, and what signals might help us understand where they’re headed? What approaches can we share for shaping a workforce skills roadmap? What might this look like, specifically for customer service and application development teams? Peer discussions are available exclusively to Forrester Decisions VIP Leaders and Leader license holders for their own participation.
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