According to our research, 76% of CIOs and 61% of CEOs believe that demand from machine customers will become significant in their industry by 2030. On average, these leaders predict that by that date, over 21% of their revenue will come from machine customers. This suggests a market shift twice as deep and twice as fast as the arrival of e-commerce has been.
In this episode, Senior Director Analyst Uma Challa and Director, Analyst Brian Weber, both of whom sit in the Gartner Customer Service practice, join us to discuss the rapid rise of machine customers and how it will affect leaders across customer service, marketing, sales, data and analytics, IT and more.
Download: The Future of Customer Service: 5 Emerging Trends To Watch
Watch: How the CMO Role is Changing to Be More Customer-Centric
Opening Thoughts
The Current Landscape for Machine Customers
How to Prepare for the Massive Emerging Market of Machine Customers
Current Use Cases for Machine Customers
Webinar: How the CMO Role is Changing to Be More Customer-Centric
What’s on the Horizon for Machine Customers
The Pros and Cons of Machine and Human Customers
Advice for CEOs and Sales, Marketing and Data and Analytics Leaders
Playbook: The Future of Customer Service
Tips for Customer Service and Support Leaders
Predictions for the Future of Machine Customers
Uma Challa | Sr Director Analyst
Uma Challa covers topics in Digital Customer Service, Service and supports CX, and Service and Support Strategy & Leadership.
Brian Weber | Director Analyst
Brian has over 23 years of industry experience and covers topics including culture, enhancing strategy & leadership, support delivery models, support optimization, tool evaluation & selection, and channel strategy & execution. Brian's experience spans from Fortune 500 companies to startups and expertise in marketplace operations, government, travel, financial and telecommunications industries. Brian has a track record of success in building exceptional teams, providing superior customer experience tools and leading cultures that strive to reward, recognize and empower employees. Brian has reported to many levels of organizations from CEO, CTO, COO, CCO (Chief Communication Officers), Assistant Secretary, CMO and CFO. Brian has led and been a stakeholder for virtually all areas of an organization, and that unique blend allows him to help deliver meaningful business results from Customer Service & Support.
Hosted by: Karen Lockhart
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