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.
Your teams are drowning in customer data but can't act on it. Here's a 5-level framework that makes the customer journey your operating system.
IN THIS EPISODE
Why another dashboard won't fix your customer data problem
How to connect what customers say with what they actually do
Why the customer journey — not your org chart — should organize your data
How a ”meaning layer” creates cross-team alignment without reorganizing teams
How journey-structured data becomes an ontology that AI and agents can reason over
CHAPTERS
00:00 The real problem: a data organizing problem, not a data problem
02:19 The five layers, and why the journey is the organizing principle
02:19 Level 1 — Evidence: the qualitative voice of the customer
04:46 Level 2 — Measurement: KPIs and what customers actually do
06:00 The journey as the backbone that joins the dots
07:15 Pinning every signal and KPI to a moment in the experience
08:00 Level 3 — Meaning: surfacing the ”why” (the Lufthansa baggage example)
09:38 Level 4 — Cross-team connection and natural alignment
11:58 Level 5 — Business impact and competitive advantage
14:03 Putting it together: the journey as your operating system
Follow Jochem on LinkedIn:
https://www.linkedin.com/in/jochemvanderveer/
CONNECT WITH US:
Website: https://www.theydo.com/
LinkedIn: https://www.linkedin.com/company/theydo-journey-management/
#CustomerExperience #CustomerJourney #JourneyManagement #CXStrategy #DataStrategy #VoiceOfCustomer #CustomerData #CXOps #AIagents #ProductStrategy
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