Articles from Forethought AI Agents by Zendesk

Forethought AI Agents by Zendesk today released the State of AI in CX 2026: Holiday Report, which finds shoppers are ready to let AI agents handle key parts of their holiday shopping. More than six in ten consumers (62%) are willing to let AI make some purchases directly, but that willingness comes with expectations. Shoppers want AI to save them time and money, resolve problems, deliver on its promises and proactively address issues.

Forethought AI Agents by Zendesk today released the State of AI in CX Report, its third annual study of over 600 CX leaders and practitioners. AI adoption in customer experience has risen from 54% in 2024 to nearly 70%, yet only 2% of AI-using organizations meet the report’s Center of Excellence standard, revealing the gap between deploying AI and operating it for sustained business impact.