Don Scheibenreif
Gartner Distinguished VP Analyst in the CIO and AI Leaders Research Group focused on customer experience and the intersection of technology and marketing, presenting on human moments in AI-driven customer experiences.
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Mar 31, 2026 • 25min
Human Moments That Matter in an AI‑Driven Customer Experience
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.
