Customers Don’t Reject AI…They Reject Being Dehumanized | Gartner CIO Leadership Forum

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Timestamps:
Intro
Why Customer Experience Feels Broken
Defining Moments of Humanity
Balancing Efficiency and Empathy with AI
What Real Empathy Looks Like in Practice
Empowering Employees to Act with Humanity

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