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

Dig deeper:

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(302)

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

The 3 Practices for Leading Through Uncertainty

The 3 Practices for Leading Through Uncertainty

In this episode of Gartner ThinkCast, we dive into what strong leadership really looks like when the path ahead is unclear. From economic disruption to AI-fueled transformation, uncertainty is now a d...

18 Kesä 9min

Get AI ROI Unstuck: From Productivity to True Business Value

Get AI ROI Unstuck: From Productivity to True Business Value

AI is delivering pockets of productivity, but far less business value than expected. In this episode of Gartner ThinkCast, Distinguished VP Analyst Fran Karamouzis explores why so much AI ROI remains ...

11 Kesä 25min

The AI Services Split: From Digital to Phygital

The AI Services Split: From Digital to Phygital

AI is pushing the services industry into a new kind of competitive divide. In this episode of Gartner ThinkCast, Gartner experts Craig Lowery and Scott Frederick explore the growing split in AI servic...

4 Kesä 24min

The 2026 Hype Cycle for Agentic AI: What Leaders Need to Know

The 2026 Hype Cycle for Agentic AI: What Leaders Need to Know

Agentic AI is likely the most hyped technology in enterprise IT, but its long-term potential is still just as real. In this episode of Gartner ThinkCast, Distinguished VP Analyst Rajesh Kandaswamy bre...

28 Touko 22min

Suosittua kategoriassa Liike-elämä ja talous

sijotuskasti
mimmit-sijoittaa
psykopodiaa-podcast
rss-rahapodi
hyva-paha-johtaminen
ostan-asuntoja-podcast
rss-porssipuhetta
sijoituspodi
pomojen-suusta
rss-sami-miettinen-neuvottelija
rss-inderes
rss-karon-grilli
rss-ammattipodcast
rss-laakispodi
rss-hilden-kaira
rss-startup-ministerio
yrittaja
salkunrakentaja-podi
rss-vaikuttavan-opettajan-vierella
rss-bisnesta-bebeja