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 Data
04:55 Bias and Misinformation in AI
06:46 Is AI More Creative Than Humans?
08:17 AI in Customer Support and Experience
12:30 Proactive AI Solutions and Customer Retention
17:12 Connect Product and Support Teams with AI
23:56 The Influence of AI on Purchasing Decisions
24:23 The Importance of Aligned OKRs
26:18 Customer Obsession in Large Organizations Vs. Start-Ups
32:21 Implementing Agentic AI in Workflows
35:45 Top-Down vs. Bottom-Up Approaches
46:32 Key Advice for CX Leaders in the Age of Agentic AI