CX AI Unplugged: Featuring Forrester on the State of Conversational AI in 2026

Wednesday, May 27, 2026
11:00 AM ET | 4:00 PM BST

After years of demos and pilots, the era of AI theater is ending. Enterprises are moving from asking “can AI do this?” to “who can actually run this at scale?” Guest speaker Max Ball, Principal Analyst at Forrester, has answers.

Join Max as he unpacks the key trends reshaping the conversational AI market, shares the criteria behind The Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026 evaluation, and breaks down what separates demo-ready AI from platforms built for real-world enterprise deployment.

You’ll walk away ready to:

• Identify what separates production-ready AI platforms from early-stage experiments
• Learn how agentic AI is shifting the CX landscape in 2026 and beyond
• Understand what the Forrester Wave reveals about the state of conversational AI
• Apply Forrester’s findings to sharpen your 2026 CX and AI strategy

Speakers:

Guest speaker: Max Ball, Principal Analyst at Forrester
NiCE speaker: Thys Waanders, VP of AI Transformation at NiCE