Frederic Giron

Every organization is investing in AI. Far fewer are getting business outcomes from it. Forrester’s Customer Experience Index (CX Index™) scores remain mediocre, AI-related costs are growing faster than the value they create, and the gap between experimentation and execution is widening. That’s the hurdle we’ll help you overcome at Forrester’s AI Forums this year, happening in Singapore on August 20 and Sydney on August 25.

Every organization is investing in AI. Far fewer are getting business outcomes from it. Forrester’s Customer Experience Index (CX Index™) scores remain mediocre, AI-related costs are growing faster than the value they create, and the gap between experimentation and execution is widening. That’s the hurdle we’ll help you overcome at Forrester’s AI Forums this year, happening in Singapore on August 20 and Sydney on August 25.

Within four months, Uber burned through its entire 2026 AI budget. It then capped every engineer at $1,500 a month. Similarly, ServiceNow exhausted its full-year Anthropic coding budget in the first few months. Even Microsoft is winding its own engineers off Claude Code. All these examples remind me of the cloud bill shock of a decade ago, that was met with the same conviction that the cure is a tighter spend cap and a sharper rate. This time, though, I think it is the wrong cure.