AI can answer faster, personalize at scale, and automate entire customer journeys, but it can't make someone feel seen.

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

Dig deeper:

• Attend a Gartner CIO Conference near you
• See why Gartner is the world authority on AI
• Try out AskGartner for more AI-powered insights

In this episode of ThinkCast, we explore one of the most persistent — and evolving — challenges with AI: hallucinations.

Gartner Chief of Research Chris Howard breaks down what hallucinations really are, why they happen and what they reveal about how machines think. From multiagent systems to physics-informed neural networks, discover how the next wave of AI innovation is moving beyond prediction and toward precision, all while relying on AI-ready data.

You'll learn:

• Why hallucinations happen and what they say about how AI works
• How multiagent systems and PINNs are changing how machines reason
• When to use probabilistic neural networks vs. deterministic tools
• Why not every business problem needs AI
• How hallucinations might actually help reframe your thinking
  
  

Dig deeper:

• Download Gartner's CIO Agenda for 2026
• Try out AskGartner for more AI-powered insights
• See why Gartner is the world authority on AI

Most organizations don't have an AI problem — they have a human readiness problem.

Despite massive investment and accelerating adoption, most AI initiatives are falling short of real business impact. The reason isn't immature technology. It's that workforces, roles and leaders haven't been prepared for what AI actually changes.

In this episode, Gartner VP Analyst Alicia Mullery explains why the gap between AI innovation and AI outcomes continues to widen. In a preview of her recent webinar on workforce readiness, you'll hear what's really happening: not mass layoffs, but hiring restraint, role redesign, and a strategic remix of talent — all of which demand far more change management than most organizations anticipate.

You'll learn:

• Why most AI initiatives stall at productivity gains instead of delivering financial ROI
• The three types of AI value and how confusion between them derails results
• What's actually happening to jobs as AI adoption accelerates
• The essential skills every employee needs in an AI‑dominant future
• Why change management is the missing linchpin for sustained AI impact

Dig deeper:

• Register to watch the full Workforce Readiness webinar
• Try out AskGartner for more AI-powered insights
• See how Gartner is the world authority on AI

How should software engineering evolve for the age of AI? As organizations rush to weave GenAI and agentic AI into every product and workflow, engineering teams face a new reality: you can't scale AI without redesigning how software gets built.

In this episode, Gartner experts Manjunath Bhat, Akis Sklavounakis and Shameen Pillai break down what that redesign actually looks like. They'll explore the team structures that help scale GenAI to repeatable delivery, the platform patterns that reduce cognitive load and drive value, and the API strategies that AI implementation can't function without.

You'll learn:

• Why GenAI efforts fail without the right team structures
• How platform engineering reduces complexity and accelerates delivery
• Why APIs are the backbone of GenAI and agentic AI
• The five‑dimension API maturity model and where to focus first
• The tools and next steps to scale AI safely and effectively

Dig deeper:

• Learn more with Gartner for Software Engineering Leaders
• See why Gartner is the world authority on AI
• Become a client to try AskGartner

AI hype isn't slowing down, and for cybersecurity leaders, that's exactly the point. As organizations race to inject generative AI and AI agents into every corner of the business, CISOs face a new challenge: cutting through inflated expectations without getting left behind.

In this preview of the Opening Keynote from Gartner Security & Risk Management Summit, Gartner experts Christine Lee and Leigh McMullen explain why now is the moment for cybersecurity to stop resisting the Hype Cycle, and start using it as a strategic advantage.

You'll learn:

• Why AI hype is becoming a catalyst, not a distraction, for cybersecurity
• How to use outcome‑driven metrics to guide smarter investments
• The biggest risks and realities of GenAI and AI agents
• What early AI adopters in cybersecurity are doing differently
• How embracing hype can strengthen resilience and unlock innovation

Dig deeper:

• Explore more Gartner for CISOs insights
• Attend a Gartner Cybersecurity Conference near you
• See why Gartner is the world authority on AI
• Become a client to try AskGartner

Disinformation isn't just a societal problem anymore — it's an enterprise risk with real operational, financial and reputational consequences. And as AI supercharges the volume, speed and precision of misleading content, leaders are suddenly facing a new kind of threat: one that can't be contained by traditional cybersecurity alone.

Distinguished VP Analyst and Gartner Fellow Dave Aron joins us to unpack why organizations must prepare for a "world without truth" — and why building an enterprise-wide discipline called TrustOps is the next essential capability for leaders across the C-suite.

You'll learn:

• Why disinformation is exploding into a trillion‑dollar risk
• How industrial disinformation works
• Why cybersecurity can't handle modern misinformation
• The top 90‑day moves leaders must make to protect brand trust
• How a Trust Council becomes your frontline defense

Dig deeper:

• Buy the book, "World Without Truth"
• Attend a Gartner CIO Conference near you
• Try out AskGartner for more AI-powered insights
• See why Gartner is the world authority on AI

AI is accelerating faster than most IT organizations can keep up, and I&O leaders are feeling the impact. In this episode, Gartner experts Autumn Stanish and Paul Delory break down what AI's rapid rise really means for IT operations, and why doing nothing is no longer an option.

Drawing from their Opening Keynote presented at Gartner IT Infrastructure, Operations & Cloud Strategies Conference, Autumn and Paul reveal the risks, realities and opportunities behind AI agents — and the urgent changes I&O teams must make to stay in front of the business instead of falling behind it.

Tune in to discover:

• The growing risk of "AI agent sprawl" and how to prevent it
• Why outdated operating models make I&O the bottleneck for AI adoption
• How continuous operations creates the guardrails needed for safe, scalable AI
• The roadmap that prepares your infrastructure for AI agents today

Dig deeper:

• Download the I&O Leadership Roadmap
• Attend a Gartner I&O Conference near you
• Try out AskGartner for more AI-powered insights
• See how Gartner is the world authority on AI

Board presentations are high‑stakes, and most CIOs are still missing the mark. In this episode, Gartner expert Tina Nunno reveals why board members remain uncertain about the value of tech investments, and how CIOs can flip the script with a sharper, simpler, shareholder‑value‑first narrative.

Pulled from her recent webinar on board presentation prep, Tina breaks down how to align every message to what boards actually care about, cut rework across your team, and deliver a value story compelling enough to earn trust — and investment.

Tune in to discover:

• Why 76% of board members lack confidence in current IT investments
• The value framework CIOs can use to link tech investments directly to business outcomes
• Ways to streamline prep time while improving clarity, credibility and impact
• How to communicate risk, ROI and innovation without overwhelming the board

Dig deeper:

• Watch the full CIO Board Presentation Prep webinar
• Try out AskGartner for more AI-powered insights
• See how Gartner is the world authority on AI