CIO Mind, The Gartner CIO Podcast

When Machines Become Customers

Episode Summary

Machine customers have quietly arrived, and they’re changing the way companies do business. Companies can now create customers, buy products and sell them for you, too. In this CIO Mind Podcast episode, we will unpack what machine customers are and the implications for leaders and customers.

Episode Notes

This episode explores:

• Who should care about machine customers — and why (1:33)
• The business benefits of embracing machine customers (8:04)
• If this is a market that is or should be regulated (12:17)
• How to invest in machine customers in a world with limited resources (16:32)
• If consumers should be afraid of this shift (21:12)

Customers are becoming machines. Cars will buy their own gas and tires using sophisticated software and hardware. This affects business-customer relations. Is your business ready? Mark Raskino, co-author of “When Machines Become Customers,” explores what you need to consider in this podcast.