Navigating Organizational Reluctance to Embrace Change

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role of operational consistency and human-centered design in creating scalable CX foundations, while challenging outdated paradigms like NPS as the singular metric of success.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.