Forrester's 2027 Forecast: AI Shoppers, Rehiring and Trust
Forrester expects one in 20 shoppers to swap browsing for conversations with AI, and CX teams to start rehiring after two years of cuts. Its analysts spoke with CX Today to explain what the 2027 predictions mean for brands trying to earn trust, rather than just automate their way forward.
Sean Nolan · 26 Oct 2026
Zoom Targets CX’s Broken Context With Its New AI Layer
Zoom has unveiled a Unified Context Layer at Zoomtopia 2026, giving virtual and human agents a shared, real-time view of customer history. The move could reduce repeated explanations, while pushing Zoom further into the race to make AI agents genuinely useful.
Rhys Fisher · 20 Oct 2026
What Is Touchless Resolution? How AI Moves Beyond Automation
AI can answer a customer question in seconds, but completing the task, updating the right system and leaving no hidden cleanup for an employee is a much harder test. Tata Communications' Gaurav Anand explains why touchless resolution is the new standard for AI in CX
Rhys Fisher · 6 Oct 2026
Why CX Leaders Are Connecting Signals Before Scaling AI
This week’s customer intelligence developments show why connected signals, human judgment, and accountability now matter more than dashboards. AI can accelerate insight, but fragmented customer context still prevents organizations from making consistently better experience decisions.
Francesca Roche · 1 Oct 2026