When Machines Become Customers

Machine customers aren’t just coming — in some places, they are
already here. In this episode, Betsy and Doug speak with Don
Scheibenreif and Mark Raskino, Gartner experts and authors of
“When Machines Become Customers,” to discuss how machine
customers are changing B2B sales. Don Scheibenreif is a
distinguished vice president analyst at Gartner based in
California and a leader of Gartner’s research on customer
experience. He works primarily with IT and business leaders on
topics at the intersection of technology and customers. Don has
led the development of Gartner’s research on machine customers
since 2015. He is an accomplished international keynote speaker
and has won numerous thought leadership awards for his work on
digital business, Gartner’s IT Symposium Opening Keynotes, and
the future of customer experience. Before joining Gartner in
2010, Don spent 22 years as a senior marketing leader in the
consumer packaged goods, retail and B2B distribution markets.