Stop wasting money on tools you don’t need. Learn how to use Forrester’s function-first framework to align CX tech with business goals, avoid overspending, and drive real results.
Zendesk Relate 2026 showed that agentic customer service depends on structured knowledge, new service engineering roles, and operational readiness for AI execution.
As automation takes on more interactions and even replaces certain supervisory functions, human work is shifting from handling requests to managing, training, and optimizing AI. The result: fewer traditional roles, but a greater need for higher-value skills.
