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(297)

Get AI ROI Unstuck: From Productivity to True Business Value

Get AI ROI Unstuck: From Productivity to True Business Value

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The AI Services Split: From Digital to Phygital

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

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Scaling Agentic AI: Why CIOs Can't Go It Alone

Scaling Agentic AI: Why CIOs Can't Go It Alone

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Inside the Top Cybersecurity Trends for 2026

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The 4 Cs of Manager Communication: How to Build Trust, Clarity and Engagement

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Managers are stretched thin, but remain the most powerful voice for employee trust. In this episode of ThinkCast, Gartner VP Analyst Alexandra Earl introduces the 4 C's of Manager Communication Compet...

28 Apr 18min

AI After the Hype: Why Scaling Value Means Quitting More

AI After the Hype: Why Scaling Value Means Quitting More

AI hype hasn't disappeared, but patience has.  In this episode of ThinkCast, recorded from the Gartner CIO Leadership Forum Opening Keynote, Gartner VP Analyst Tori Paulman breaks down why many AI ini...

21 Apr 25min

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