The Experience Edge
by Jochem van der Veer
Latest episode
Why Salesforce Ships First and Learns From Customers After
Why Salesforce Ships First and Learns From Customers After
About this podcast
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.
Episodes
The newest 20 of 90 episodes
- Why Salesforce Ships First and Learns From Customers After · 49 minA Salesforce design leader hasn't opened Figma in months. Her team builds first and researches after — and she says that's the right bet. Shir leads the Sales Planning design…
- Why former Kimberly-Clark CX leader isn't worried about AI taking over · 1 h 2 minMost CX teams report satisfaction scores. If yours disappeared on Monday, whose week would actually break? That answer decides whether it survives AI. Rania Brand ran global CX…
- How AI Is Reshaping Customer Journeys in Financial Service · 1 h 1 minSpeed without craft creates undifferentiated products. The real cost of AI acceleration in financial services is the slow erosion of what makes experiences worth building. Julia…
- The Weakest Link in Every Enterprise CX Data System · 31 minEvery CX leader can point to their data. Almost none can trace how it actually becomes a business decision. Jochem van der Veer breaks down the four-stage customer experience…
- How Autodesk Made Journey Management an Operating System · 1 h 10 minService design promised to connect the dots. So why are service designers inside the same company still not talking to each other? Khayyam "Kai" Lasi is Journey Management…
- Will half of CX teams become redundant? · 49 minHalf of CX teams are still just running surveys. The other half stopped reporting and started operating. Bill Staikos spent two decades in customer experience leadership at…
- Ontology: Fix Your AI Quality by Fixing Your Data · 21 minYour AI agents aren't failing because the models are bad. They're failing because your data was built for humans, not machines. Jochem has spent years working on the structural…
- How To Turn Messy CX Data Into AI-ready Team Action · 15 minYour 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…
- Why Your CX Message Isn't Landing · 13 minYour CX pitch lands with practitioners but dies with CEOs. Here's the messaging framework that fixes it. IN THIS EPISODE • Why CX leaders keep pitching the wrong message to the…
- Ep. 73 - Rethinking Empathy In High Stakes Moments · 4 minIs empathy a staffing choice or a design decision? We often assume that emotionally charged moments demand a human touch. This episode challenges that instinct. In a world where…
- Ep 72 - Why AI Needs Journey Context to Actually Work · 1 h 11 minMark Smith and Raymond Gerber, former competitors turned co-founders of the Institute for Journey Management, join Jochem van der Veer to unpack how enterprise CX is evolving in…
- Ep. 71 - Why Omnichannel Is Slowing AI Adoption in Enterprises · 8 minOver the past decade, many companies pursued omnichannel by adding touchpoints rather than designing continuity. The result is fragmented data, repeated customer effort, and…
- Ep. 70 - What Warner Bros Discovery Gets Right About CX · 54 minKatie Duncan, former CX leader at Warner Bros. Discovery, joins The Experience Edge to unpack what it actually takes to operationalize customer experience inside complex…
- Ep 69. - The Missing Link Between Data and Better Decisions - Insights · 13 minIn 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…
- Ep. 68 - Why Target Designs for Moments, Not Shelf Conversion - Gene Hong · 57 minGene Hong, Design Leader at Target and founder of Aperture North, brings over 25 years of experience shaping how brands translate creativity into commercial success. Leading a…
- Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience · 10 min · Season 1 Episode 67In this Insights episode, Jochem van der Veer challenges the common belief that improving customer experience requires more data, dashboards, and AI, revealing instead how a lack…
- Ep. 66 - What Goldman Sachs Gets Right About experience debt - Ashana Singhania · 57 min · Season 1 Episode 66Ashana Singhania, VP Product Management at Goldman Sachs and former product leader at American Express, operates at the intersection of product, trust, and regulation. Having led…
- Ep. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine Nissen - · 58 min · Season 1 Episode 63Anne-Kathrine Nissen is a seasoned user experience leader who has driven customer-centric digital transformation across global brands like Airbus and Electrolux, and today shapes…
- Ep. 65 - Power users hate magical experiences - Adam Towne · 55 min · Season 1 Episode 65Adam Towne, Director of Product for Scaled Analytics and Funds at LSEG, began his career on an 11-hour help desk shift before moving into account management and ultimately…
- Ep. 64 - Why product teams keep missing the real journey - Steve Cleff · 57 min · Season 1 Episode 64Steve Cleff, product design leader and founder of Prismatic Vision, has led product and design at Comcast, Barclays, and Siemens, helping global enterprises move beyond feature…
