Predictions 2026: Customer Service
Forrester predicts that customer service quality will get worse before it gets better. Not because AI lacks potential, but because many organizations are deploying it too fast, without the right foundations in place. Forrester’s Predictions 2026: Customer Service highlights a critical reality: Rushing ahead with AI without fixing processes, data and operational discipline is already hurting customer experience and will continue to do so through 2026.
Read Forrester Predictions
What’s in the research?
This research explores:
Why customer service quality is expected to decline before improving in 2027
How businesses focusing on process clarity and data quality are achieving early gains
Why pragmatic automation delivers more value than overhyped AI promises
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Esker, the leading AI Automation Suite for the Office of the CFO, offers Source-to-Pay and Order-to-Cash solutions built to optimize working capital and cashflow, enhance decision-making, and drive smarter growth strategies. Offering 40+ years of industry knowledge, Esker operates in North America, Latin America, Europe and Asia Pacific with global headquarters in Lyon, France, and U.S. headquarters in Madison, Wisconsin.