Don Scheibenreif
Distinguished VP Analyst at Gartner, specializing in customer experience and AI. Focuses on how CEOs should respond to the evolving business landscape shaped by AI agents and machine customers.
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May 27, 2025 • 24min
The Future of Customer Experience: AI Agents, Machine Customers and What CEOs Must Know
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.
Aug 24, 2023 • 1h 16min
Don Scheibenreif, Gartner // Invisible Machines // S2E9
Don Scheibenreif, Gartner VP, talks about machines becoming customers, transparency in healthcare, impact of machines on decision-making, designing forecasting dashboards for financial services, and trust in influencers and purchasing behaviors.
