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

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Human Moments That Matter in an AI‑Driven Customer Experience

Gartner ThinkCast