The promise of generative AI in customer service has dazzled executives across industries. However, according to Forrester’s 2026 B2C Marketing, CX, and Digital Business Predictions, the race to automate could do more harm than good. The research firm expects that 30% of brands will erode customer trust by deploying AI-powered self-service tools before they’re ready … Continue reading Self-Service AI May Cost Brands Consumer Trust, Report Warns