Intuit says AI focus has caused a slip in new customers

Intuit’s CEO says he is “resetting expectations” for the tax software company and shifting focus to finding new customers after a period of heavy AI spending led to a slowdown in growth.

Sasan Goodarzi said Intuit was “not as focused as we need to be” on new customers as he fended off concern that AI-driven competition was responsible for its smaller 9-10% growth projection for FY27.

During an earnings call Tuesday, the CEO said: “We are really doubling down in core areas where I am personally dissatisfied and hold myself accountable for the lack of performance, which is DIY tax, and on the low end in the business group.”

After marking a 14% increase in revenue to $21.4 billion in FY26, he told analysts he was “resetting expectations for the company” and taking offensive action after losing customers to low-cost competitors.

He said Intuit had to “really shift” focus and capital to build its agentic platform but would now move investments back toward the goal of customer acquisition. While its overall customer base grew 28% during the year, online paying customer growth slipped two points to just 3%.

Intuit’s AI shift