Best Practice Report

Align Skills With Your Agentic Progression: The Foundation Of Your Agent Experience (AX) Program

Customer Service Is A Great Place To Start

Feb 24, 2026

Summary

Forrester has well documented current and impending skills gaps related to agentic AI. The harder question is, What can enterprises do about it? This report outlines a skills prioritization approach that starts by separating today’s necessary skills into groups of those that are declining in importance, those that should be terminated or outsourced, those that need to incubate, and those that are essential for the future.

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