
Sign up to save your podcasts
Or
In this episode of Gartner ThinkCast, we explore what customer experience looks like in 2025 — a world where your most valuable customers might not even be human. Gartner Distinguished VP Analyst Don Scheibenreif joins host Alexis Wierenga to unpack how CEO perceptions, AI agents and machine customers are reshaping CX strategy.
Drawing from Gartner’s latest CEO research, Don shares critical insights on the shift in customer expectations, the rapid emergence of autonomous buyers and the emotional impact of AI adoption. Whether you’re designing for humans, machines or both, this episode offers a roadmap for getting customer experience right in an AI-first future.
Tune in to discover:
• Why CEOs may not know their customers as well as they think
• What machine customers are and why they matter now
• The key blind spots in AI-driven CX strategies
• How to balance automation and humanity to create trust
Dig Deeper
Attend the Conference: Gartner IT Symposium/Xpo™
https://gtnr.it/3UpD6Ei
Register for the Webinar: Explore the Impact of AI on Customer Experience in Your Organization
https://gtnr.it/4myNki0
Watch for More Insights: When Machines Become Customers
https://gtnr.it/4mwGCsL
4.4
104104 ratings
In this episode of Gartner ThinkCast, we explore what customer experience looks like in 2025 — a world where your most valuable customers might not even be human. Gartner Distinguished VP Analyst Don Scheibenreif joins host Alexis Wierenga to unpack how CEO perceptions, AI agents and machine customers are reshaping CX strategy.
Drawing from Gartner’s latest CEO research, Don shares critical insights on the shift in customer expectations, the rapid emergence of autonomous buyers and the emotional impact of AI adoption. Whether you’re designing for humans, machines or both, this episode offers a roadmap for getting customer experience right in an AI-first future.
Tune in to discover:
• Why CEOs may not know their customers as well as they think
• What machine customers are and why they matter now
• The key blind spots in AI-driven CX strategies
• How to balance automation and humanity to create trust
Dig Deeper
Attend the Conference: Gartner IT Symposium/Xpo™
https://gtnr.it/3UpD6Ei
Register for the Webinar: Explore the Impact of AI on Customer Experience in Your Organization
https://gtnr.it/4myNki0
Watch for More Insights: When Machines Become Customers
https://gtnr.it/4mwGCsL
185 Listeners
383 Listeners
1,458 Listeners
164 Listeners
190 Listeners
607 Listeners
326 Listeners
106 Listeners
172 Listeners
778 Listeners
101 Listeners
635 Listeners
219 Listeners
84 Listeners
151 Listeners