Ep. 30 - Burnout-Free Growth at Accenture Song - Tyler Andre

Jun 18, 2025

Tyler Andre, a CX Strategy & Design leader at Accenture Song, transforms our understanding of customer experience. He argues that true CX goes beyond reactive support, promoting a proactive approach rooted in operational excellence. Tyler critiques outdated metrics like NPS and introduces a trifecta of consistency, depth, and breadth for scalable CX practices. He highlights the synergy between AI and human-centered design, emphasizing the irreplaceable value of human ethics in crafting authentic customer experiences. The conversation is a practical guide for organizations aiming for impactful change.

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INSIGHT

CX Is Proactive, Not Reactive

Customer experience (CX) is proactive, while customer service is reactive.
Many businesses overcomplicate CX by confusing it with customer service and focusing too much on reaction rather than prevention.

INSIGHT

CX Maturity Embraces Hybrid Metrics

Organizations are evolving their definition of CX and creating hybrid models.
NPS is no longer the sole metric; many now combine multiple metrics tailored to their own context.

ADVICE

Move Beyond NPS Metrics

Avoid relying solely on NPS as a success metric in CX programs.
Use incremental, targeted metrics better aligned with specific operational changes.

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role of operational consistency and human-centered design in creating scalable CX foundations, while challenging outdated paradigms like NPS as the singular metric of success.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