Forrester Events Signal CX Pivot: Human Connection to Counter AI Distrust
Event summary
- Forrester is hosting three CX events in 2026: CX Summit EMEA (Amsterdam, June 8–10), CX Forum East (New York City, June 16–17), and CX Forum West (San Francisco, June 29–30).
- A core theme is “Build The Experience AI Can’t,” acknowledging AI’s limitations in fostering trust and human connection.
- Forrester will unveil an expanded Total Experience Score (EX Index) linking employee sentiment to business outcomes.
- Keynote sessions will address consumer distrust in the age of AI and the need for a ‘human foundation’ in AI-powered enterprises.
The big picture
Forrester’s event series highlights a growing tension: while enterprises aggressively pursue AI-driven CX efficiencies, consumer trust is eroding, and the limitations of AI in replicating human connection are becoming increasingly apparent. This signals a potential recalibration in CX strategy, moving beyond automation towards a more nuanced approach that integrates human creativity and empathy. The events themselves represent Forrester's attempt to capture and monetize this shift in thinking, positioning themselves as guides through this complex landscape.
What we're watching
- Trust Erosion
- The stated consumer distrust of AI-generated content and automation suggests a potential backlash against aggressive AI deployment in CX, forcing brands to prioritize authenticity and transparency, which could impact adoption rates of AI-powered CX solutions.
- EX Alignment
- The introduction of the Total Experience Score (EX Index) signals a shift towards demonstrating the direct financial impact of employee experience, potentially leading to increased investment in EX programs and a re-evaluation of how EX is measured and incentivized across organizations.
- Human Capital
- The emphasis on ‘human qualities’ like creativity and empathy suggests a growing recognition that AI cannot fully replace human interaction in CX, which will likely drive demand for CX professionals skilled in blending human and AI capabilities.
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