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.
In this Insights episode, Jochem van der Veer challenges the assumption that more data, dashboards, and AI naturally lead to better customer experience decisions. The real issue isn’t visibility – it’s the absence of shared context that gives data meaning.
Most organizations aren’t lacking insights; they’re operating in different versions of reality. Teams interpret the same signals differently and optimize locally, while AI only accelerates this misalignment. Without a shared understanding of where signals live in the customer journey and what they mean, organizations don’t scale intelligence – they scale confusion.
In this video:
Why more data doesn’t solve misalignment and often makes it worse
How fragmented context leads to false problems and wasted investment
What it means to anchor metrics in the customer journey, not departments
Why AI amplifies structural issues instead of fixing them
How shared context changes prioritization, decision-making, and strategy
How do you know if your organization is solving real problems or just reacting to disconnected signals?
Follow Jochem on LinkedIn:https://www.linkedin.com/in/jochemvanderveer
Learn more about Journey Management with TheyDo:https://www.theydo.com
#CustomerExperience #JourneyManagement #ServiceDesign #CXStrategy #OrganizationalDesign #DecisionMaking #CustomerJourney #BusinessTransformation #AIinCX #ExperienceManagement #ProductStrategy #OperationalExcellence #VoiceOfCustomer
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