By 2026, a third of companies will harm their customer experience with frustrating AI self-service. Forrester predicts this will be a result of the pressure companies are putting on themselves to cut costs. The premature deployment of genAI chatbots and virtual agents for customer contact will lead to increased consumer skepticism.
Forrester also expresses concern that the rapid adoption of GenAI solutions will further fragment vendor ecosystems. Forrester's predictions are outlined in the report "2026 Predictions Guide: B2C Marketing, CX, & Digital'The analyst firm also predicts a 20% increase in class-action lawsuits filed by U.S. consumers as a result of AI-induced privacy violations. (Forrester)
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