Kevan Yalowitz
Appearances
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
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.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, so to be very honest, I think that the jump to actually connect that cost is more clear now than it really ever has been, to be totally honest with you. We've made material progress in that.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
But going forward, I would argue that we are seeing clients, particularly in the tech space, have very good understanding of what customer lifetime value is, clarity on what consumers want, and are investing upfront, even in product, to solve the issues that are causing churn and drop-off later in the process. So it actually has ended up being product that's become really the beneficiary of this.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And it is paying dividends. And if we look at in any space that has recurring revenue, right? If you think whether it's Amazon Prime or a premium Spotify subscription, in every case, it's cheaper typically to retain a customer than to acquire a new customer, right? Specifically in the environment where, I mean, if you think about it, telcos have been in this dynamic for years, right? And-
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
I actually think T-Mobile is a great example here, right? I mean, T-Mobile took an experience that was very much driven by lock-in, contracts, and they created the Un-Carrier. And they totally flipped the script on what experience meant as a wireless consumer for those of the audience in the U.S.,
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And they went from being, you know, what, fourth in market share to, you know, they're now very near the top. And their lifetime value of a customer is longer than it ever has been. And it's proven that investing in experience is actually ends up being better than investing in solving problems on the back end.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
We have in the tech space where I spend most of my time, we see a lot of players building their own homegrown infrastructure to measure this sentiment and understand what are the things that are causing consumers to be frustrated, and engage with support? And then how do we solve that from a product perspective?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
But I will tell you that even at, you know, absolute experienced leaders, there's oftentimes a pretty massive divide between product teams and support teams. Like support teams solve problems, product teams build cool product.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And we believe that connecting those two and using AI to ensure that there's a real understanding of what those two parties need to do together is a major opportunity to get this right. And it's not... It's early days, right? I mean, it's still.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Thank you for having me. It's great to be here.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
It is. And, you know, as I mentioned before, like the availability of support platforms now, such as a CCAI or an Amazon Connect are sufficiently available that this is no longer something that only the enterprise can use. Right. The mid-market and SMB now can have the same visibility into that data that an enterprise did exclusively five years ago. And that's really exciting in my opinion.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Let's do it.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Totally. Well, and as an example, another example that I think is pretty exciting, if you look at what Shopify is doing, like Shopify, right, is really acting as the enabler of SMBs in the mid-market online. And they are building tools specifically to help with content creation and make the experience accessible. of a quality online interaction better.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
But then on the back end, support tools that actually enable your five-person SMB or one-person SMB to be able to tap into the same measurement ability that a large tech company would have. That's pretty darn exciting, I would say. It's really exciting.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
There is one point that we would be remiss not to touch on here, which is we talked earlier about experienced teams and product teams and how they work together. I would argue that in addition to having great signal, it's really important to have aligned OKRs.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If you don't have aligned goals, if the product team is not incented to reduce support cases and the support team is not incented to ensure that product is aware of what should be on the roadmap based off of the big pain points that are coming up, this will never get fixed. And I know we're going to dive into this, but like
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
The organizational barriers to AI, the human organizational barriers are probably the biggest bird adoptions that exist today. Right. And it's who solves for that and does so aggressively and proactively. But I think it will probably win in most in most of these segments.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, so this is something we've been tracking over the past couple of years. It's just consumer familiarity with AI. And frankly, what the tipping points are for when consumers are really, truly comfortable. What's interesting, though, is that
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
I think it all comes down to customer obsession. Candidly, it does. And you can read all about this in the Everything Store about how this was baked into Amazon's DNA in its early days. But the larger you get, the easier it is to not have every individual be customer-obsessed. Right.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If you're if you're working at a 10 person startup and your sales team sells products to to an end user and they're unhappy with the product, like the entire company is going to know about it and the entire company is going to galvanize around solving that problem. But as organizations grow, it's very easy to, you know, well. We don't, in product, we don't maybe deal with the customers directly.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
That's either sales or support slash experience, right? And I think regrounding on being customer obsessed probably will be the thing that separates great companies from good companies going forward, especially in the tech space.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And that's, it sounds like 101, but like it's something that oftentimes gets overlooked.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Well, I think to your point, as organizations get larger, there's there become silos and your your internal metrics become what you are primarily focused on. And it's very hard to step back and say at an organizational level, what are we going to measure that is indicative of true customer happiness and customer obsession? And
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And I think at the end of the day, it just requires the conviction and gravitas to say, we're going to measure everyone based off this. Because at the end of the day, it directly correlated to revenue.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Two-thirds of the folks that we surveyed, and we surveyed consumers in 10 different countries around the world, including developed markets and developing markets. But two-thirds were actually comfortable with Gen AI. They're using it. They're comfortable with it, which is actually... if you step back and just think about it, that's a material amount of adoption in a short period of time.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So in that, I mean, but that it's honestly like a perfect segue to something that I know we wanted to cover today, which is, If you think about the promise of AI from an experience perspective, right? End-to-end experience. In an organization, we can talk all about the barriers that could cause that, right? But we've seen lots of AI built into the front end of customer experience.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Gen one is mostly with chatbots, which has been okay, right? It's scratched some of the itch. But realistically, if we think about this pivot to agentic AI, where AI is going to do jobs and it's going to solve work to be done in a faster, more meaningful way.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If you make your F&A organization more efficient to ensure that invoices are paid faster, as an example, or that your books are reconciled more quickly, all of that actually does have a trickle up effect to the customer.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So we're at this interesting point where I think we're going to start seeing agentic AI help to clean up some of the organizational debt that exists that is hampering customer experience, but maybe at a second order.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Baseline, right? And most companies are solving this in some form or another. But baseline is typically the data in a company to enable AI to actually do a job, right, is super messy. So we spent the past five to 10 years – I'm using that window because it kind of is the right window for a lot of things around AI –
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
We spent a lot of time with companies just helping them clean up their data to ensure that they can run effective AI on it or machine learning on it. So that was sort of V1. And then I think as we moved to V2 was sort of the co-pilot phase, right? The co-pilot phase in which Your sales team could use Microsoft Sales Copilot, for instance, to better understand a lead before they have a meeting.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And therefore, they could just grow the sheer number of clients that they're talking to in a given day or a given week. That's great. But I really think that it's going to be this next step of agentic AI where we're seeing AI do actual work, right? Like processes... and workflows are going to be handled in part or in their entirety by AI. And I think that's wildly exciting.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And obviously, if you look at OpenAI and DeepSeek, the adoption of their specific apps have been really some of the fastest adoption ever, which is great. But the consumer comfort with that, we think is pretty darn interesting. Like 50% of the users that are that have adopted it are actually really comfortable with it.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
But to your point, there's a lot of barriers to actually making that real. It's akin to bringing on an entirely new workforce to your organization. And if you had an organization at a thousand people and we say, we all of a sudden have massive funding influx, we're going to bring in another thousand people to do functions A, B, or C, that would be wildly disruptive, right? Massively.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So this is an opportunity in my mind, and we're seeing this with our clients to stop, look at the areas where wastes exist or where efficiency is possible and look at processes end to end. We mentioned F&A, like just thinking about invoice to payment, like what is causing breakage in that process? And we've seen companies, particularly platforms that have,
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
customers on both sides right the buy side and the sell side if you don't pay the the sell side in time they're really not happy and that sends nps scores way down so getting stuck into that is really important but it is arduous like it is arduous and it's it's this it's going to bring about the same growing pains that you would have as i said bringing on an entirely new workforce
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Exactly. Which I would argue is why there's actually, this is a good news story for many employees because in many cases, it means they're going to be able to have a force multiplier on their impact, but they're going to have to make sure that those interns, if you will, get the right direction and can be nudged the right way when something goes wrong or they enter unknown territory, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
I would say that's right.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So we talk a lot about top down versus bottom up. And I think in this case, what we're seeing is that in order to bring in material change, change, right? Where we say we are going to use an agentic architecture, we're going to use a Vertec agentic architecture to completely rethink our marketing workflows, as an example.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
That's not something that you really can do from a bottom-up approach, right? It requires exposing sensitive company data that your CIO is signed off on, and frankly, exposing the internal workings of a company at a level that you wouldn't really want to happen bottom-up, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And they're five times more likely to actually pay for it, which is another pretty big barrier. Because typically, at early days, people don't pay for it. They just play around with it.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So we think that the top-down approach is kind of a requirement to do some of this big instantiation, particularly of agents into workflows. However... We also think that having a bottoms-up approach and allowing your teams to have the wherewithal with the right sort of privacy boundaries to play with new AI tooling can actually surface some really exciting things.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And I'll give you just a couple examples. Like there's a company out of Seattle called Read AI. And there's a lot of transcription services out there, but Read actually allows you to like look at someone's sentiment in a meeting and understand how engaged they are, come away from that meeting with a clear set of action items.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
That is something that top down inserting into someone's workflow is going to be challenging, but enabling folks to use that bottom up and then rolling it out further once they, you know, once there's critical mass, we think it's interesting. So I think it's really, you got to go from both ends.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
I think the thing that's particularly interesting, though, is that if you look broadly across consumers out in the world, they feel like they are being bombarded by generative content, maybe even more so than they are. Like they think that 60% of their content in search is generative. 40% of the music they listen to is generative.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
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.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
You're spot on. And it's interesting, like if we go back to our data that says two thirds of two thirds of Internet users have at least some exposure to to Gen AI and half of them are using it weekly. People are using it in their jobs, whether you like it or not.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Right. Like your your point is spot on. We see a lot of companies utilizing agentic tool sets daily. that are provided from their cloud providers, right? Like if you have a relationship with Google Cloud or AWS or Azure, like using what they have can sometimes be a path of least resistance, specifically from a data security perspective. So we do see that.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
In order to bring about reinventing an entire workflow, though, I really still do believe you need a top-down push to say, we are going to use this tool to do this type of thing. And the experimentation at the end user level should be more around individual productivity and sort of day-to-day tasks, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Very interesting data point, but we know that it's not that high, right? We are not to the point where that level of what you consume is actually created by Gen AI. So there's this bit of a mismatch or dichotomy in which people think that there's more of this happening today than maybe there is. And we're going to dive into that, I know, a little bit later, but it does set an interesting stage.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, no, that's right. And look, I think it's a great time to be a buyer here, right? Because if you look at AgentForce, for instance, or Adobe Firefly, the tools that most companies are already using are getting smarter. They have more AI functionality and there's functionality that you can use today, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And that's not to say that some of the incredible innovation happening from privately funded companies is not worth looking at. It absolutely is. And it's moving even faster. But for those that are moving slower, maybe outside of tech, like this stuff's showing up on their doorstep, whether they like it or not. And it would behoove them to dig in.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Totally. Totally. Could not agree more.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
We kind of touched on it when we talk about top-down, bottom-up, because I candidly think that you could almost map soft-first firm to top-down, bottom-up in a way. But what we're seeing at most of our clients, candidly, is that the firmer approach is being used when work to be done is being reinvented wholesale. So for instance, in CRM,
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If you want all of your data to flow into CRM in a new way, right, using agentic tools, that's not something that you can allow people to pick up and choose themselves, right? Everyone needs to get on board with using agent force to do that if you're using Salesforce as an example. But I do think...
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
that for individual productivity and some of the things that don't necessarily impact an entire workflow, I think meetings and how you digest what happened in a meeting and what you do next, that might not be something that you should force on someone, right? Make the tools available and let them decide.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And the snowball effect is going to happen when people see that that's very useful and benefits them and their ability to impact on their jobs.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yep, yep, that's right. And look, there's also, you know, this sort of brings up a whole nother new thread of AI tools out there, which is looking at employee productivity, right? I mean, there's players like Seam that are doing ingestion of data from all of your productivity tools to tell you like, Who's more productive than someone else? What time of day?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And frankly, using that to enable coaching to understand how you can do your job more effectively. But I think there's two certainties this year, right? One is that companies are tired of Gen AI hype. They want to see real business value, right? And that's determined in revenue growth or cost. Simple as that. That's going to drive the optionality of playing ball if you're an employee.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
It's going to kind of change that dynamic, right? Because this year, I think there's just going to be a little bit more force. But at the same time, I think that it also creates an opportunity because if you are a forward-looking person on this or a forward-looking employee, and you can become masters of a lot of these AI tools, it puts you in a great position going forward, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, yeah, yeah, totally. I could not agree more. It's gonna be exciting year to watch this play out for sure. It's gonna move quickly in a different way this year. No doubt about that.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
This is gonna sound a little silly, but it's be customer obsessed.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
yes it is i totally agree common sense yeah but realistically like and i think i i do this personally like step back and look at everything that i'm working on it and really and really dissect is there something we are doing that would come across as not being obsessed with our clients and it's it's simple but it's something that i think oftentimes gets forget forgotten in the hustle and bustle of our you know quarterly okrs that we're all chasing
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
100% agree. I would be shocked if those that are not customer success and evaluate what they do on a daily basis through that lens don't succeed far better than those that don't.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
It's exciting times. Thank you very much.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, well, there's also some irony in that statement because there's a lot of mistruth in what humans create, right? I mean, for good reason and for bad, that is actually not a new phenomenon in online content, but there's definitely a heightened awareness of this around Gen AI. So of the consumers that we surveyed, 60% said that they were concerned with bias and misinformation.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
So that's big, right? That includes folks that... see the promise of gen AI and, and want to use it more. And what we found is it of that group that are actual users identifying that something is generative content massively increases the trust that exists there. Right. And, and I would argue two other interesting data points that underpin that specifically is,
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
88% of those that we surveyed that use Gen AI weekly, right? So we're talking active users, but that's an increasingly growing set of folks think that AI dramatically enhances their online experience. And just to go a step further, 83% of those folks, so plurality almost, think that AI can be more creative than humans. Which I was a little taken aback by, if we're being totally honest, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And you talked about it, like AI can do some really interesting generative imagery or video or audio. But that statement should cause a little bit of pause, in my opinion. Maybe good, maybe bad, depending on where you sit in the ecosystem. Yeah.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
It sort of places human-created content almost on a pedestal now, right? That actually can become the premium thing.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, no, I agree. I mean, one conclusion you could draw though is that users that want to be notified of something being generated content It sort of places human created content almost on a pedestal now, right? Like that actually can become the premium thing.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And I know we'll get into this a bit later, but I think that the human component there, there is not a broad dismissal that, well, AI is just going to be more creative writ large than humans. I think it's going to be interesting to see how this plays out. And we're not, we're not really at a point where we can predict exactly how it will yet.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, it's early days. I think what we're seeing is that there is an increased willingness of consumers to see, and this ties to experience, to see AI and gen AI as a means to improving the consumer experience to do a job that they would normally have to do themselves. So as an example, customer support is something that comes up continually.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Generally, we don't stumble across many companies that are wowing consumers and driving NPSs of 10 all the time, right? But I do think that we're starting to see the initial sort of vision of how AI can actually help consumers have just a better support experience when something does go wrong with a product. And that is by driving consumer behavior.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Like we did see that in our data that consumers are willing to gravitate towards services that are being innovative and helping them get to that resolution better. Which makes sense. That's intuitive, right? I mean, if you think about it, like, yeah, just as if you think about any company you've had a great experience with, like, if you have a problem, it gets resolved quickly, you're happier.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And it's interesting. I mean, I think A good example that probably the entire audience has experience with is Netflix, right? I mean, Netflix has become really good at proactively telling you that there is an issue, they are aware of it, and like what the derivative of that issue is, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If it's your local internet service provider and that's causing degradation of your stream, like you are made aware of that and it's something on their end, like within their content distribution network, they flag it and they tell you that in advance, right? And I think being proactive is obviously a big point, which will be enabled more by AI going forward.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
It should enable more players to be able to do that. I also think equally interesting, though, to your point about your friends mentioning this,
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
i mean one example that we hear all the time come up this actually came up with a client who was like who who what is the best example of just great end-to-end support experience and their example was trader joe's comes up all the time right all the time right and trader joe's i mean sure you can go and return something easily but I think it goes a little bit further, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Trader Joe's employees can actually take like a bouquet of flowers out of stock and give it to someone because they're having a bad day or it's their birthday. So there's like that human touch will be a little bit interesting to see like how would AI replicate that?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Because AI is obviously going to take maybe a little bit more data-driven approach and probably balance the cost of delivering that with it as well. Totally. That I would argue a human might do better at today. So there's maybe some offline lessons to learn from Trader Joe in the online world.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
What we're seeing is our clients are increasingly using AI to ensure that the path from an initial issue or frontline support to when you talk to a human is faster, right? I mean, how annoying is it when you have an issue and you call a call center and you have to press 8, 13 times in order to get to... an actual resolution, right?
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
I mean, first and foremost, I am a believer and we're seeing this. And frankly, some of the platforms that exist, the big ones today, Amazon Connect, Google CCAI, like they are enabling the entire support process to move much more smoothly. But I think that obviating support is really probably going to be the gold standard.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Because to be very honest with you, you don't really, my hypothesis would be, you don't really need a human interaction if the problem is solved before it's a problem, right? We see that being issue is when a problem is a real problem and nothing else can solve it but a human.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
And I think what we're seeing most of our clients make those investments, as I said, is figuring out how do you just obviate the need for support entirely.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
Yeah, and I think, you know, if we look over the past five to 10 years, like five to 10 years ago, most companies, right? Whether they're tech companies, a travel company, or, you know, a retailer, we're doing some initial measurement, right? That would allow them to understand that, wow, an investment company
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
upfront to ensure that you obviate the need for support or when support is needed, that you solve it properly has real impact on customer lifetime value, right? Like, and in a, in a space and many of the companies that I, or many of the segments I just mentioned, um, Being able to retain a customer for longer is dramatically cheaper than having to go acquire a new one.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
We see this specifically in the software space, right? So we've started to see this shift from doing measurement just to recognize that that problem exists to now being able to actually attribute the savings, which to be fair, has been a bit of a driver of investment into customer experience, right? Which makes total sense.
Experts of Experience
Accenture Lead Explains Why Customers Are Leaving non-AI Companies
If you can invest $1 upfront to say $3 later in net new acquisition, it makes total sense. So we've made progress on that front, which I think is good.