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

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