Gartner ThinkCast The Future of Customer Experience: AI Agents, Machine Customers and What CEOs Must Know
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May 27, 2025 Don Scheibenreif, a Distinguished VP Analyst at Gartner who specializes in customer experience and AI, dives into the evolving landscape of customer interactions. He reveals that by 2025, some of the most valuable customers may not be human. With AI agents reshaping buying decisions, CEOs need to bridge the gap between their perceptions and actual customer needs. The balance between automation and genuine human connection is crucial as businesses adapt. Don also highlights the emotional aspects of AI adoption and the importance of executives understanding their changing roles.
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CEOs' Misunderstanding of Customers
- CEOs expect customers to want easier, more customizable products infused with AI by 2025.
- However, many CEOs may not understand their customers as well as they believe.
Pricing Mistakes CEOs Regret
- About one-third of CEOs recognize they may have overdone price increases amid inflation recovery.
- Companies must earn the right to raise prices to maintain customer trust and relationship.
CEOs Embrace Machine Customers
- Nearly half of CEOs either have or will soon have strategies for machine customers and AI agents.
- CEOs are recognizing machines as active participants in purchasing processes, which is an emerging shift.