Forrester: Customer experience teams are growing again, headcount to rise 20%
According to Forrester, the new headcount from this increase will shift toward AI-supporting roles such as natural language processing engineers, data scientists and AI experience designers.
What's happening
According to CX Today, Forrester's 2027 predictions see customer experience headcount rising 20% after what the firm calls overzealous cuts. In Forrester's report, 90% of decision-makers say their organizations have adopted or developed generative AI tools for employees. Yet only 45% say their customer experience team staff actively use these tools.
Whose desk it lands on
The executive responsible for customer experience. The team has access to AI tools, but how many people actually use them?
Our view
The CX Brief's interpretation, not a claim made by the source.
New headcount will go to AI roles, yet fewer than half of decision-makers say the existing team actively uses the tools: the problem is not access but usage. Forrester also recommends measuring the team's AI skills, training where needed and planning for the gaps.
