Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
12 Mar 2025
Every company claims to be “customer-obsessed”. Most are obsessed with their own internal metrics, not their customers. Kevan Yalowitz, Senior Managing Director at Accenture, explains why true customer obsession is rare, why AI won’t magically fix bad CX, and how scaling businesses slowly lose touch with the people they serve.We’re talking AI growing pains, internal silos, and the corporate illusion of putting customers first. Spoiler: If your “customer obsession” doesn’t actually involve listening to customers, you’re doing it wrong. Key Moments: 00:00 Who is Kevan Yalowitz, Software & Platforms Industry Lead for Accenture?02:21 Why You Should Care About Consumer Behavior Data04:55 Bias and Misinformation in AI06:46 Is AI More Creative Than Humans?08:17 AI in Customer Support and Experience12:30 Proactive AI Solutions and Customer Retention17:12 Connect Product and Support Teams with AI23:56 The Influence of AI on Purchasing Decisions24:23 The Importance of Aligned OKRs26:18 Customer Obsession in Large Organizations Vs. Start-Ups32:21 Implementing Agentic AI in Workflows35:45 Top-Down vs. Bottom-Up Approaches46:32 Key Advice for CX Leaders in the Age of Agentic AI –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org
Full Episode
Two thirds of the folks that we surveyed were actually comfortable with Gen AI. If you look at OpenAI and DeepSeek, the adoption of their specific apps have been really some of the fastest adoption ever. They feel like they are being bombarded by generative content.
The question of trust comes to mind. How can we trust that this is real? How do we know that what is being told to us is true?
60% said that they were concerned with bias and misinformation. 88% of those that we surveyed that use Gen AI weekly think that AI dramatically enhances their online experience. 83% of those folks think that AI can be more creative than humans. That statement should cause a little bit of pause in my opinion. I'm kind of already nostalgic for the old days.
It sort of places human-created content almost on a pedestal now, right? That actually can become the premium thing.
Consumers are now going to be looking for the human element. That human touch is going to be the differentiator. Hello, everyone. Welcome to Experts of Experience. I'm your host, Lauren Wood. Today, we are talking about one of the most important shifts happening in customer experience, the impact of AI on both businesses and consumers.
We know that the topic of AI is consuming all of us these days. And while the promises of AI bring efficiency, personalization, engagement, the reality is far more complicated. Companies are struggling with implementation, employees are wary of change, and consumers have mixed feelings about how trustworthy AI-generated content really is.
So today we have Kevin Yalowitz, who truly has a front row seat to all of this as the software and platforms industry lead for Accenture. And while he is working with top organizations, navigating the complexities of AI tech and digital transformation, he is really getting to see the challenges of AI adoption, both inside and outside of organizations. Kevin, so wonderful to have you on the show.
Thank you for having me. It's great to be here.
So in our prep call, you shared so much incredible information, and we're going to try to cover as much of it as possible.
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