In this insightful episode of The Experience Edge, Jochem van der Veer is joined by Tyler Andre, a CX Strategy & Design leader at Accenture Song. Tyler unpacks the evolution of customer experience from a reactive support function to a proactive, operational discipline. He emphasizes the critical role of operational consistency and human-centered design in creating scalable CX foundations, while challenging outdated paradigms like NPS as the singular metric of success.
Tyler introduces a practical trifecta - consistency, depth, and breadth - as the blueprint for maturing CX practices. With vivid examples and tactical advice, he illustrates how AI is enhancing real-time decision-making and self-service, but affirms the enduring value of human ethics in CX design. The episode is a masterclass in transforming CX from a marketing veneer to an engine for organizational coherence and business growth.
Guest Bio
Tyler Andre is a leader in Customer Experience Strategy and Design at Accenture Song. With a career spanning global engagements, Tyler specializes in helping enterprise organizations build strong CX foundations rooted in operational excellence. His expertise lies in scaling customer-centric practices using human-centered design, data-driven decision-making, and business design methodologies. Known for demystifying complexity, Tyler is a sought-after voice in advancing CX maturity across industries.
CX is often confused with customer service—true CX is proactive, not reactive.
Chapters
00:00 Intro and recording setup
01:14 Guest introduction and CX at Accenture Song
02:18 Why businesses overcomplicate CX
05:08 Shifts in CX maturity and hybrid models
08:27 The evolving role and limitations of NPS
12:42 Building foundational CX: Consistency, Depth, Breadth
17:08 The cultural resistance to internal reflection
20:32 Embedding human-centered language in strategy
23:08 Practical tools: Personas, Think-Feel-Do, Prototyping
28:28 Journey mapping vs. service blueprinting
31:57 Layering VOC and operational data into CX
36:05 Avoiding large-scale mapping pitfalls
37:20 Picking the right entry point: Sales-service handoff example
42:49 Business designers: the evolution of service design
45:13 AI’s impact on real-time decision-making in CX
50:42 Agentic workflows and their role in scaling CX
53:12 What AI can’t replace: empathy and ethical judgment
55:08 Choosing the right CX partner
56:26 Closing and contact info
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