Human Moments That Matter in an AI‑Driven Customer Experience

AI can answer faster, personalize at scale, and automate entire customer journeys, but it can't make someone feel seen. In this episode of ThinkCast, recorded from a live session at Gartner CIO Leadership Forum, Gartner Distinguished VP Analyst Don Scheibenreif explores why customer experience breaks down when efficiency overtakes empathy — and what CIOs can do to keep humanity at the center of AI‑driven design. Through real‑world stories from travel, retail, financial services and the public sector, Don shows how "moments of humanity" shape trust, loyalty and long‑term growth. You'll learn: What happens when organizations over‑automate customer relationships How to recognize and design for moments that truly matter Where empathy fits into AI‑driven efficiency efforts Why CX challenges often stem from design decisions, not technology limits How CIOs can ensure AI enhances experiences without dehumanizing them Dig deeper: Attend a Gartner CIO Conference near you See why Gartner is the world authority on AI Try out AskGartner for more AI-powered insights

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Human Moments That Matter in an AI‑Driven Customer Experience is an episode from Gartner ThinkCast by Gartner.

This episode is 24:59 long.

This episode was published on Mar 31, 2026.

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