After a banner year for the “promise of progress” on AI ambitions, deepening CX fatigue, and ongoing economic volatility, Forrester is predicting 2026 will bring a year of reckoning. According to Sharyn Leaver, chief research officer at Forrester, “Navigating the coming year will take some mindset shifts: from lofty ambition to pragmatism, from experimentation to accountability, from surface-level […]