4 Jun 2026
Forrester predicts that by 2030, artificial intelligence will replace half of current customer service jobs, as many human roles do not require the advanced intelligence capabilities of a person.
Forrester
Forrester's analysis highlights a significant challenge for companies in preparing for AI's impact on the workforce, with predictions of substantial job displacement by 2030. A majority of organizations are currently ill-equipped to manage these transitions, risking operational continuity and employee welfare as automation reshapes labor markets. This unpreparedness underscores a critical need for strategic adaptation in the face of technological advancement.
A key development in Forrester's outlook is the nuanced view of AI's effect on employment. While specific roles, such as customer service, are projected to see significant reductions due to AI capabilities, there is also an expectation that many affected employees will be rehired into new positions. This indicates a dynamic shift in job functions rather than a complete elimination of human labor, suggesting a transformation of the workforce.
The evolving landscape necessitates proactive workforce planning. Organizations must develop robust strategies to navigate potential job shifts and facilitate the reskilling and redeployment of their workforce. Addressing this requires a strategic approach to talent management and organizational design to adapt to the AI revolution, ensuring both business resilience and employee development in the coming years.
Last updated June 7, 2026
Coverage
16 Jan 2026
Analysis suggests that while artificial intelligence and automation are projected to eliminate a significant percentage of existing jobs by 2030, approximately 90% of companies currently lack adequate preparation for managing AI-driven workforce reductions.
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A predictive report suggests that a significant portion of employees affected by AI-driven layoffs in the near future will subsequently be rehired quietly into different roles.