Gartner ThinkCast

Latest Episodes:

The AI Services Split: From Digital to Phygital Jun 04, 2026

Show notes

AI is pushing the services industry into a new kind of competitive divide.

In this episode of Gartner ThinkCast, Gartner experts Craig Lowery and Scott Frederick explore the growing split in AI services — where platform-driven, AI-enabled providers are accelerating ahead, and digital-only models are struggling to keep up. From autonomous agents and intelligent service delivery platforms to the rise of "phygital" experiences, they unpack how AI is moving beyond apps into real-world environments — and what that means for competition, growth and strategy.

You'll learn:

Why the AI services market is splitting and who's winning
How AI agents and platforms enable "growth without growth"
Why hyperscalers threaten digital-only service strategies
Where "phygital" experiences create new competitive advantage

Dig deeper:

Download the Top 3 Priorities for Tech Services Leaders
Learn more about Gartner for Tech Services Practice Leaders
See why Gartner is the world authority on AI

The 2026 Hype Cycle for Agentic AI: What Leaders Need to Know May 28, 2026

Show notes

Agentic AI is likely the most hyped technology in enterprise IT, but its long-term potential is still just as real.

In this episode of Gartner ThinkCast, Distinguished VP Analyst Rajesh Kandaswamy breaks down the 2026 Hype Cycle for Agentic AI — what it is, why it matters, and how leaders can separate real opportunity from market noise. From rising investment interest to the challenges of governance, integration and scale, this conversation unpacks where organizations are today — and what comes next.

You'll learn:

What Gartner Hype Cycles reveal and how to use them effectively
Why agentic AI is at peak hype, but still early in adoption
The real barriers to success: governance, guardrails and clean data
How to identify high-value use cases and avoid "agent washing"

Dig deeper:

Download the full Hype Cycle for Agentic AI
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

Turn AI Risk Into a Resilience Advantage May 21, 2026

Show notes

AI adoption is accelerating fast, but so is enterprise risk.

In this episode of Gartner ThinkCast, Distinguished VP Analyst Paul Furtado explores the growing reality facing leaders: nearly every organization is investing in AI, yet most expect it to increase their risk profile.

Drawing from real-world examples, Paul breaks down how AI can shift from a source of exposure to a powerful driver of resilience — reducing remediation time, improving threat detection, and strengthening fraud prevention.

You'll learn:

The three priorities leaders must get right: security, governance and talent
How to focus on AI use cases that actually reduce risk
What separates successful AI adoption from high-speed failure

Dig deeper:

Learn more and download the 2026 Gartner CIO Report
Attend a Gartner CIO Conference near you
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

Scaling Agentic AI: Why CIOs Can't Go It Alone May 14, 2026

Show notes

Agentic AI is already reshaping how work gets done, and the biggest risk for CIOs isn't failure, it's falling behind.

In this episode of ThinkCast, Gartner VP Analyst Brandon Germer explains why scaling agentic AI can't be done in silos, and how CIOs must co-lead with other C-suite members to build the financial, operational, and governance foundations for enterprise-wide impact.

You'll learn:

Why the biggest risk in agentic AI isn't failure — it's waiting too long to act
What it takes to scale AI beyond isolated use cases into enterprise-wide systems
How to align the CIO, CFO, COO and CHRO around shared outcomes
Why the CIO's role is shifting from technology owner to orchestrator

Dig deeper:

Download our guide to realizing AI value
Attend a Gartner CIO Conference near you
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

Inside the Top Cybersecurity Trends for 2026 May 07, 2026

Show notes

AI is accelerating. Threats are evolving. And the pressure on cybersecurity leaders has never been higher.

In this episode of ThinkCast, we explore the trends shaping 2026 — where AI adoption, agentic systems, and mounting regulation are pushing security programs to their limits and forcing CISOs to rethink how they operate and where they invest.

Gartner experts Chiara Girardi and William Candrick break down the most critical shifts, from AI-powered social engineering and behavior risk, to automation in the Security Operations Center (SOC), postquantum urgency, and securing AI agents through modern identity strategies.

You'll learn:

Why AI is breaking traditional security awareness models
How SOC teams must evolve without losing critical skills
What "harvest now, decrypt later" means for your data
How identity is becoming the control plane for AI agents

Dig deeper:

Watch the Top Trends in Cybersecurity for 2026 webinar
Download the full Top 8 Trends in Cybersecurity breakdown
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

The 4 Cs of Manager Communication: How to Build Trust, Clarity and Engagement Apr 28, 2026

Show notes

Managers are stretched thin, but remain the most powerful voice for employee trust.

In this episode of ThinkCast, Gartner VP Analyst Alexandra Earl introduces the 4 C's of Manager Communication Competencies: Championing, Coaching, Conversing and Connecting. From helping employees link strategy to daily work, to creating true two-way dialogue, Alexandra outlines a clear framework to elevate communication and improve team engagement.

You'll Learn:

Why managers remain the most effective communication channel
The 4 essential communication competencies every manager must build
How contextualization helps employees see themselves in strategy
Practical steps for self-assessment and peer support networks

Dig deeper:

Learn more about Gartner for Communication Leaders
Benchmark yourself with the Gartner Communications Score Tool
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

This episode originally aired September 9, 2025

AI After the Hype: Why Scaling Value Means Quitting More Apr 21, 2026

Show notes

AI hype hasn't disappeared, but patience has.

In this episode of ThinkCast, recorded from the Gartner CIO Leadership Forum Opening Keynote, Gartner VP Analyst Tori Paulman breaks down why many AI initiatives stall after early wins — and what separates CIOs who move through the hype from those who fail to generate lasting value.

Hear why organizations making real progress with AI aren't chasing the next breakthrough use case. Instead, they're changing how they decide what to stop, when to quit, where to double down, and how to lead through the Trough of Disillusionment.

You'll learn:

How CIOs who deliver value decide when to persist, pivot, or pull the plug
What it really means to scale AI beyond pilots and proofs of concept
Why "quitting better" is a leadership skill — not a failure
How to move from AI hype toward an AI‑shaped organization

Dig deeper:

Download our guide to realizing AI value
Attend a Gartner CIO Conference near you
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

The "AI-Free" Trust Disruption: Backlash or the Future of Responsible AI? Apr 14, 2026

Show notes

AI is now everywhere, but trust is breaking down just as fast. As synthetic content floods our feeds and workflows, leaders face a new question: when does AI help, and when does it quietly undermine credibility?

In this episode of ThinkCast, Gartner Senior Director Analyst Deepak Seth returns to explore a growing counter‑movement: the rise of "AI‑free" trust. From content labels that signal human creation to new expectations around AI governance, Deepak breaks down why trust — not capability — is becoming the defining challenge of the next AI era.

You'll learn:

Why "AI‑free" could become the new organic label for content and brands
How trust, provenance and context shape responsible AI use
What recent high‑profile failures reveal about over‑automation risks
How CIOs can build guardrails without stalling innovation

Dig deeper:

Watch the 7 Disruptions You Might Not See Coming
Become a client to learn more about AI governance, trust and risk
See why Gartner is the world authority on AI
Try out AskGartner for more AI-powered insights

The AI Upskill Most Teams Are Overlooking Apr 07, 2026

Show notes

Most AI initiatives don't fail because the technology is wrong; they fail because the humans around it stop thinking as carefully as they used to.

In this episode of ThinkCast, recorded from a live session at Gartner CIO Leadership Forum, Gartner Distinguished VP Analyst Mandi Bishop breaks down why so‑called "soft skills" have quietly become the hardest — and most essential — capability to scale in the age of AI. From practical workforce exercises to Mandi's own racing experience, hear how over‑reliance, complacency and automation bias creep in — and how CIOs can rebuild critical thinking, judgment and contextual awareness to turn AI tools into true performance accelerators.

You'll learn:

Why automation bias is one of the biggest hidden risks in AI adoption
How soft skills like skepticism and judgment directly impact AI outcomes
Why hands‑on techniques, like hallucination hunts, can build real AI literacy
How better prompting reinforces human thinking instead of replacing it
What CIOs can do now to operationalize soft skills across the enterprise

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

Human Moments That Matter in an AI‑Driven Customer Experience Mar 31, 2026

Show notes

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

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