Gartner Blog Network

Don Scheibenreif
Vice President and Distinguished Analyst
9 years at Gartner
9 years IT Industry

Don Scheibenreif is a Distinguished VP Analyst with Gartner's Customer Experience research group. He works with with Customer Experience and other IT leaders on how emerging trends and digital business will impact CX and enterprise digital transformation. Read Full Bio

Will Machines Be Better Customers Than People?

by Don Scheibenreif  |  June 4, 2020

There has been much talk about customers lately as a result of the pandemic. Human customers. That is right and understandable, given the fragile nature of business and society today. Customers are your path to recovery. But the future may hold something different. What if your best customers in the future aren’t even human? Will […]

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Machine Customers: The Next Emerging Market?

by Don Scheibenreif  |  February 7, 2020

A new kind of massive emerging market is visible on the business planning horizon, analogous to the importance of BRICS to business growth strategies in the past 20 years. We believe that within a decade, billions of connected products will be smart enough to be customers — Internet of Things (IoT) devices and intelligent software […]

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What Leading in a Digital Society Means

by Don Scheibenreif  |  January 23, 2020

Last month we published Winning in the Turns — Leadership in a Digital Society: Key Insights From the 2019 Gartner IT Symposium/Xpo Keynote . This is our annual summary of key ideas and recommendations from our IT Symposium Opening Keynote.  The note caps over 9 months of development, writing, presentation production and delivery at nine venues all […]

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How CX Changes When Your Customer is a Thing

by Don Scheibenreif  |  August 29, 2019

  Digital society is emerging around us. It is the collection of people, organizations and things that are engaged in persistent digital interactions. What’s more, Internet-connected things and ambient artificial intelligence are gaining the ability to act on behalf of human customers. But what does CX (Customer Experience) even look like for a thing? How […]

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Customer Experience in a Time of Continuous Change

by Don Scheibenreif  |  August 8, 2019

Last year, Gartner introduced the concept of ContinuousNext during our fall IT Symposium conference series. It’s a framework of interacting capabilities that help you maintain momentum and describe the most important success behaviors we are seeing through and beyond digital transformation. Those capabilities include: augmented intelligence (the next step beyond AI), privacy, culture, digital product […]

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Do you know your top 1% customers?

by Don Scheibenreif  |  May 7, 2019

Most organizations have a good idea who their best customers are. But do you know who your top 1% are? Do you know how are they using technology for advantage? Who are their role models? What does this mean for organizations? Last year, Ed Thompson, Jenny Sussin and I explored these questions as part of Gartner’s […]

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Ready for Gartner Customer Experience Summit 2019

by Don Scheibenreif  |  April 24, 2019

As a member of Gartner’s Customer Experience research team in our IT practice, I am excited to be speaking at our upcoming Customer Experience and Technologies Summit May 22-23 in London. Gartner research shows that customer experience concerns everyone from the CEO to the CMO and even the CIO. Emerging technology, customer-centricity and effective use […]

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New Research Coverage: Customer Experience

by Don Scheibenreif  |  April 1, 2019

I am pleased to announce that earlier this year I joined Gartner’s Customer Experience research team. I will be advising IT and CX leaders on strategy at the intersection of Digital Business and Customer Experience. Previously, I worked in our Technology Innovation and CTO research team. I will continue to be part of Gartner’s leadership […]

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From Digital Transformation to ContinuousNext

by Don Scheibenreif  |  January 17, 2019

Hi there – it has been awhile since I have posted to this blog. As much as I wanted to, other things always seemed to get in the way. You know how it is. One of my big projects over the last two years has been co-leading the development of Gartner’s Symposium ITXPO Opening Keynote. […]

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Understanding the Smart Social Citizen and Digital Society

by Don Scheibenreif  |  October 12, 2016

The smart city is evolving to include more citizen-led solutions powered by personal technologies that both challenge and stimulate digital society. This is the focus of  Market Insight: Disruptive Macro Trends for 2025 — Smart Social Citizens Shape Digital Society, a research note I co-authored with Anthony Mullen, a Gartner analyst in our Personal Technologies […]

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