Gartner ThinkCast
What Happens When Your Customer Stops Being Human
Jun 14, 2022
Explore the rise of machine customers and how it will impact businesses across different departments. Discover the shift towards customer-centricity and the role of marketers. Learn about the transition from human to machine customers, including strategies like interactive voice responses and chat bots.
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Quick takeaways
- By 2030, over 21% of revenue is predicted to come from machine customers, signaling a market shift twice as deep and twice as fast as the arrival of e-commerce.
- To succeed in the era of machine customers, organizations need to adapt their strategies and business models, including studying machine customer behavior, making information easily accessible to machines, providing high-quality intelligence for machine interactions, and preparing for interactions between bots and humans.
Deep dives
Shift to Machine Customers: Impact and Growth Opportunity
According to Gartner Research, the demand for machine customers is set to become significant in various industries by 2030, with leaders predicting that over 21% of revenue will come from machine customers. This market shift is expected to be twice as deep and twice as fast as the arrival of e-commerce. Industries involved in routine transactions, such as manufacturing, finance, and retail, are already experiencing machine customer transactions. To stay competitive, organizations must adapt their strategies and business models to attract and serve machine customers.
