Gartner ThinkCast Human Moments That Matter in an AI‑Driven Customer Experience
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Mar 31, 2026 Don Scheibenreif, Gartner Distinguished VP Analyst focused on CX and AI, explores where empathy matters in AI-driven customer journeys. He tells real-world stories from travel, retail and public sector. Topics include when automation fails, identifying “moments of humanity,” balancing empathy with efficiency, and practical CIO actions to keep experiences human.
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Empathy Requires Connect Understand And Act
- Empathy is threefold: emotional (connect), cognitive (understand intent), and compassionate (take action).
- Don insists organizations must deliver all three to be truly empathetic; machines can help but humans primarily enable full empathy.
Chewy Sent Flowers After A Customer Lost Her Dog
- Don recounts a Chewy case where a customer who lost her dog was refunded and the unopened food was donated, then received a bouquet of flowers.
- That follow-up gift demonstrated the company's DNA of compassionate action, turning grief into loyalty.
United's Timely Text Prevented A Missed Connection
- Don describes sprinting between gates at Chicago O'Hare and receiving a text from United reassuring him the flight would be held a few minutes.
- The timely message (automated or not) reduced anxiety and exemplified empathy via operational efficiency.