Building The Human Foundation Of The AI-Powered Enterprise

2026-04-30 · Source: Featured Blogs - Forrester · Field: Business & Management — Corporate Strategy & Leadership, Operations & Process Management · Depth: Fundamental Awareness, quick

Summary

Forrester predicts that three in 10 firms will harm their total experience growth this year due to frustrating AI self-service, highlighting a critical issue with premature AI deployments. Many brands deploying AI use cases, including human-in-the-loop, human-on-the-loop, and human-out-of-the-loop approaches, often overlook the importance of making AI easier for humans. The firm emphasizes that customer obsession, which prioritizes being human, helpful, and handy, is crucial, especially during economic difficulties and technological shifts like those in 2026. To avoid AI pitfalls, businesses must build a "human foundation" by adopting a fresh approach that views AI as a business opportunity requiring enterprise-wide effort, not just a technology challenge. This involves a flexible operating model for rapid evolution, focusing on human-led strategy, human-focused operations, and human-first transformation to positively impact customer, brand, and employee experiences.

Key takeaway

For CTOs and AI Product Managers weighing AI deployment strategies, your focus must shift from purely technological challenges to building a "human foundation." Prioritize human-led strategy, human-focused operations, and human-first transformation to ensure AI investments enhance customer, brand, and employee experiences, thereby avoiding the predicted harm to total experience growth from frustrating AI self-service. Consider attending Forrester's CX events to gain insights on human-centered AI approaches and best practices.

Key insights

Prioritizing human needs and experiences is crucial for successful and sustainable AI deployments.

Principles

• Customer obsession drives AI success.
• AI failures are strategy failures.
• Human foundation is key for AI.

Method

Build a human foundation for AI by focusing on human-led strategy, human-focused operations, and human-first transformation to ensure positive customer, brand, and employee experiences.

In practice

• Evaluate AI deployments for human ease-of-use.
• Integrate CX, BX, EX into AI strategy.
• Attend Forrester CX events for best practices.

Topics

• AI-Powered Enterprise
• Customer Obsession
• Human-Centered AI
• Total Experience
• Customer Experience

Best for: CTO, VP of Engineering/Data, AI Product Manager, Executive, Director of AI/ML, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by Featured Blogs - Forrester.