Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by Gartner. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gartner or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
Player FM - Podcast App
Go offline with the Player FM app!

Best of 2025 | The Future of Customer Experience: AI Agents, Machine Customers and What CEOs Must Know

24:02
 
Share
 

Manage episode 485167888 series 3481072
Content provided by Gartner. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gartner or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
As we close out the year, we're bringing you some of 2025's standout ThinkCast episodes. Today's episode, originally released in May, dives into the rapid emergence of machine customers and how AI agents are transforming customer experience looks:

In this episode of Gartner ThinkCast, we explore what customer experience looks like today — 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:

  continue reading

276 episodes

Artwork
iconShare
 
Manage episode 485167888 series 3481072
Content provided by Gartner. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gartner or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
As we close out the year, we're bringing you some of 2025's standout ThinkCast episodes. Today's episode, originally released in May, dives into the rapid emergence of machine customers and how AI agents are transforming customer experience looks:

In this episode of Gartner ThinkCast, we explore what customer experience looks like today — 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:

  continue reading

276 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play