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Explore the transformative landscape of customer experience in 2025 through this 22-minute Gartner ThinkCast episode featuring Distinguished VP Analyst Don Scheibenreif and host Alexis Wierenga. Discover how AI agents and machine customers are fundamentally reshaping customer experience strategies and why your most valuable customers might not even be human. Learn about the critical disconnect between CEO perceptions and actual customer expectations based on Gartner's latest CEO research, and understand how autonomous buyers are rapidly emerging as a dominant force in the marketplace. Examine the key blind spots organizations face when implementing AI-driven customer experience strategies, including the challenge of maintaining humanity and empathy in automated interactions. Gain insights into the emotional impact of AI adoption on both customers and businesses, and understand how to design experiences that work effectively for both human and machine customers. Master the art of balancing automation with human connection to build trust and drive growth, while exploring practical strategies for integrating voice of the customer programs in high-growth companies. Uncover the definition and significance of machine customers, see real-world examples of how AI agents are already influencing purchasing decisions, and learn how to navigate the complex dynamics of human-machine relationships in customer interactions. Receive actionable guidance on avoiding common pitfalls in customer experience design and discover proven approaches for creating customer experience strategies that succeed in an AI-first future.
