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

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

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:

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Avsnitt(306)

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 Okt 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 Sep 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 Sep 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 Aug 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 Aug 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 Juli 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 Juli 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 Juni 27min

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