Human Moments That Matter in an AI‑Driven Customer Experience

Human Moments That Matter in an AI‑Driven Customer Experience

AI can answer faster, personalize at scale, and automate entire customer journeys, but it can't make someone feel seen.

In this episode of ThinkCast, recorded from a live session at Gartner CIO Leadership Forum, Gartner Distinguished VP Analyst Don Scheibenreif explores why customer experience breaks down when efficiency overtakes empathy — and what CIOs can do to keep humanity at the center of AI‑driven design. Through real‑world stories from travel, retail, financial services and the public sector, Don shows how "moments of humanity" shape trust, loyalty and long‑term growth.

You'll learn:

  • What happens when organizations over‑automate customer relationships
  • How to recognize and design for moments that truly matter
  • Where empathy fits into AI‑driven efficiency efforts
  • Why CX challenges often stem from design decisions, not technology limits
  • How CIOs can ensure AI enhances experiences without dehumanizing them

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Stop Chasing Every AI Breakthrough (What CIOs Should Do Instead)

Stop Chasing Every AI Breakthrough (What CIOs Should Do Instead)

AI headlines are moving at warp speed, but do business leaders really need to react to every piece of news? In this episode of ThinkCast, Gartner Senior Director Analyst Deepak Seth returns to unpack ...

5 Loka 20min

The Executive's Guide to Shaping Your Brand and Reputation

The Executive's Guide to Shaping Your Brand and Reputation

Strong execution might earn results, but it doesn't automatically build influence. In this episode of ThinkCast, Gartner Vice President Analyst Rob O'Donohue explains why CIOs can no longer afford to ...

17 Syys 30min

AI Ethics Explained: Preparing for the Human-AI Future

AI Ethics Explained: Preparing for the Human-AI Future

AI adoption is accelerating. But are organizations moving just as fast on AI ethics? In this episode of ThinkCast, Gartner Senior Principal Analyst Shanna Grafeld explores why AI ethics has become a b...

3 Syys 37min

The Autonomous Era Is Here: What Supply Chain Leaders Need to Do Next

The Autonomous Era Is Here: What Supply Chain Leaders Need to Do Next

The autonomous business era is no longer a future-state vision. It's already reshaping how supply chains operate. In this episode of Gartner ThinkCast, you'll hear from Gartner Senior Director Analyst...

20 Elo 22min

Data and Analytics 2030: The Future AI-Native Enterprise

Data and Analytics 2030: The Future AI-Native Enterprise

By 2030, AI models may be everywhere. Competitive advantage won't be. In this episode of Gartner ThinkCast, Distinguished Vice President Analyst and Chief of Research Rita Sallam explores what will se...

6 Elo 24min

Start With AI Literacy: Why Most Leaders Are Missing the Point

Start With AI Literacy: Why Most Leaders Are Missing the Point

AI isn't failing. AI literacy is. Nearly half of CEOs say their AI investments are breaking even at best. In this episode of ThinkCast, Gartner Distinguished Vice President Analyst Mandi Bishop explai...

23 Heinä 28min

AI Needs People: Why CIOs Are Rethinking the Productivity Play

AI Needs People: Why CIOs Are Rethinking the Productivity Play

Many companies cut talent in pursuit of AI value. Now they're discovering what was lost in the process. In this episode, we explore a shift taking place in organizations' AI journeys: after an initial...

9 Heinä 25min

How Executives Actually Talk About AI

How Executives Actually Talk About AI

In this episode of Gartner ThinkCast, we explore how executive conversations about AI are rapidly evolving — and why focusing on ROI alone is no longer enough. Drawing from his standout session from G...

25 Kesä 27min

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