The Experience Edge
The Experience Edge
Podcast Description
Hosted by Jochem van der Veer, customer-obsessed founder of TheyDo, this weekly podcast dives into conversations with senior professionals, pioneers, and industry leaders at the forefront of CX. Guests openly share their experiences on customer journeys, voice of the customer, customer-centric transformation, journey management, and best practices for lasting impact.
Podcast Insights
Content Themes
The podcast covers a wide range of topics within customer experience, including customer journey management, voice of the customer, and innovative business strategies. Notable episodes tackle subjects like the shift from product-centric to customer-centric approaches, the impact of AI on CX, and the importance of eliminating friction in customer interactions.
Hosted by Jochem van der Veer, customer-obsessed founder of TheyDo, this weekly podcast dives into conversations with senior professionals, pioneers, and industry leaders at the forefront of CX. Guests openly share their experiences on customer journeys, voice of the customer, customer-centric transformation, journey management, and best practices for lasting impact.
Are journey maps just artifacts or operating systems in disguise?
In this episode, Jochem reflects on his conversation with Dan Sullivan, Director of Journey Management at CHG Healthcare, to explore how journey management becomes true organizational design.
Dan’s team didn’t just improve customer journeys – they restructured how decisions get made across teams. From building a “Journey Atlas” as a shared schema, to using immersive experiences to rewire executive thinking, their work signals a deeper shift: journey management isn’t about prettier maps. It’s about embedding customer thinking into the operating model.
In this video:
Why journey management = organizational design
How CSG created a decision-making nervous system
The role of schema, structure, and centralized governance
What 500 people experienced inside the “journey museum”
Signs your journey maps are shaping strategy—not just workshops
Follow Jochem on LinkedIn: https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo: https://www.theydo.com
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