Shows
The Experience EdgeEP. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine NissenAnne-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 omnichannel experience at H&M across 79 markets. In this episode, she joins TheyDo co-founder Jochem van der Veer to unpack what it really takes to run experience-led transformation at global scale, where hundreds of journeys, cultures, and systems collide.Together, they explore why customer journeys work best as an organizing principle rather than a static artifact, how vocabulary and storytelling create alignment across silos, and why experience leadership is ultimately about trust, influence...
2026-02-1857 min
The Experience EdgeEp. 62 - The CX trends that matter in 2026 - Insights 10What if 2026 isn’t the year of the agentic enterprise?Most predictions paint 2026 as the moment AI suddenly takes over customer experience end to end. Autonomous agents. Self-driving journeys. Overnight transformation. In this Insights video, Jochem challenges that narrative - and argues the real shift is quieter, slower, and far more operational than the hype suggests. The risk for leaders isn’t moving too slowly - it’s aiming their CX strategy at a future that hasn’t arrived yet.In this video:Why 2026 is about agent adoption - not agentic transform...
2026-02-1109 min
The Experience EdgeEp. 61 - Why executives nod at journey management - and then do nothingWhy executives nod at journey management - and then do nothingLeaders rarely push back on customer centricity - it sounds sensible, even obvious - yet that agreement is often exactly where journey management quietly stalls. In this Insights video, Jochem reflects on why the issue isn’t resistance but misunderstanding: journey management is still framed as a belief or a set of maps, when in reality it represents an operating model shift that changes prioritisation, coordination, ownership, and metrics. The moment those implications become clear, the nodding stops, and that gap between agreement and imp...
2026-02-0409 min
The Experience EdgeEp. 60 - The Storytelling Skill Business Leaders Underestimate - Suchitra ParikhSuchi Parikh is a creative director and storyteller with a rare blend of design craft and business fluency. After a decade at Apple leading global sales content, she now serves as Director of Storytelling at PayPal, where she helps bring complex product innovation to life across agent commerce, Venmo, and global payments. Her work sits at the intersection of empathy, clarity, and persuasion - translating complexity into stories that move people to act.In this conversation with TheyDo’s Jochem van der Veer, Suchi unpacks why every presentation is an act of persuasion, how teams unintentionally dump co...
2026-01-2854 min
The Experience EdgeEp.59 -Why CX team might be erasing the moments customers remember - Reflections 6What if removing friction is ruining your customer experience?Everyone in CX wants to make things effortless. Fast. Smooth. Seamless. But in this Reflections episode, Jochem explores a provocative idea from his conversation with Sam Stern (Service Design Lead at LinkedIn): not all friction is bad - some friction creates memory, meaning, and better decisions.We unpack the difference between good friction and bad friction, with real examples from LinkedIn, Enterprise Rent-A-Car, IKEA, nightclubs, and Todd Unger’s work at the AMA. The goal isn’t to eliminate all effort - it’s to design effort...
2026-01-2113 min
Service Design Show2026 Predictions ~ AI Agents, CX Engineers & The End of "Chat" / Jochem van der Veer / Episode #245Imagine a world where you can simply look at your journey model and ask it why... Why, for example, is our customer churn spiking this quarter? How close are we to that reality?I invited my good friend Jochem van der Veer, CEO of TheyDo, back onto the show to find out. It’s become a bit of a tradition to start the year with Jochem, looking back at our past predictions and setting the stage for what’s next in the world of Journey Management.Not so long ago, "Journey Management" was really just an emerg...
2026-01-151h 07
The Experience EdgeEp. 58 - Why Journey Management Is Really Organizational Design - Reflections 5Are 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...
2026-01-1409 min
The Experience EdgeEp. 57 - CX is not a department - Charissa Riddle EACharissa Riddle, Senior Director of Experience Design and Customer Experience Strategy and former EA executive, brings over two decades of experience spanning Electronic Arts, PayPal, and eBay. Known for operating at the intersection of design, operations, and strategy, Charissa has led global teams serving tens of millions of customers and players, tackling challenges like toxic behavior, self-service at scale, and embedding customer insight into decision-making.In this conversation with TheyDo’s Jochem van der Veer, Charissa reframes customer experience as a system rather than a department. They explore why CX loses power when it becomes too broad, ho...
2026-01-071h 02
The Experience EdgeEp. 56 - Design that sticks - Martha CottonMartha Cotton, Managing Director at JPMorgan Chase, brings 25 years of experience bridging anthropology, design, and enterprise transformation. Known for helping large organizations understand people, navigate change, and design for adoption, Martha shares how empathy, collaboration, and partnership shape modern design leadership.In this episode, she and Jochem explore how designers can speak the language of business, why data partnerships matter, and what it really takes to drive customer centricity inside legacy organizations. They examine the future of journey management, organizational transformation, and how AI will reshape creative work.Guest BioMartha Cotton is...
2025-12-1757 min
Grip op de Chaos PodcastGrip op de Chaos #69 - Cash only in Dubai, we zijn gekoloniseerd door de cloud en Rafael van der Vaart.We sluiten het jaar af zoals het hoort: met grootse ideeën, lichte paniek en een cash-only aanbieding in Dubai.Rens was op de Masters Expo en ontdekte dat je daar tegenwoordig vastgoed koopt zoals een tweedehands fiets: vandaag alleen contant. Pepijn wilde even rust op de Veluwe, maar werd eraan herinnerd dat technologische vooruitgang historisch gezien vooral leidt tot… meer werk.We duiken in de Amerikaanse surveillancestaat, waar ICE met commerciële data, AI en gezichtsherkenning op jacht gaat naar “targets”, en waar techbedrijven zich inmiddels openlijk als politieke projecten presenteren. Terug in Nederl...
2025-12-1543 min
The Experience EdgeEp. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der VeerMost CX teams struggle to show ROI because they’re looking in the wrong place. CX isn’t just one metric and it was never meant to be. As Jochem van der Veer explains, leaders don’t fund sentiment… they fund outcomes.In this episode, Jochem breaks down the three ROI lenses every mature CX organization uses to quantify impact across the business: customer outcomes, operational efficiency, and strategic influence, and how they work together to reveal the full-stack value of customer experience.If you want CX to be taken seriously, stop defending it with dashboar...
2025-12-1014 min
The Experience EdgeEp. 54 - What LinkedIn learned about designing memorable journeys - Sam SternSam Stern, Service Design Lead at LinkedIn and longtime CX thinker, joins TheyDo’s Jochem van der Veer to explore how journeys, data, and behavioral science shape memorable experiences. With a background spanning Forrester, New Balance, and his own CX Patterns podcast, Sam reveals why perfection is overrated and why some friction, when engineered well, can actually deepen customer value.They dig into good friction, employee experience design, cross-silo collaboration, and how AI is reshaping research workflows. Sam challenges long held CX doctrines, offering a fresh lens on how to create experiences that customers remember and teams ca...
2025-12-031h 02
The Experience EdgeEp. 53 - How Philips turned customer experience into a strategic advantage - with Tina Lilje.After more than 20 years at Philips, Tina Lilje knows what it takes to make customer experience more than a metric. As former Global Head of Customer Experience, she built a CX strategy across 100+ countries and 75,000 employees—connecting the dots between service, design, and leadership.In this episode, Tina and TheyDo’s Jochem van der Veer explore how healthcare is embracing AI without losing its human touch. From fixing design flaws that cost millions to turning executives into customer sponsors, Tina shares why the most successful CX strategies start with root causes, not dashboards—and why humans will always...
2025-11-261h 07
The Experience EdgeEp. 52 - Why AI misses what customers really mean – Insights Ep. 7Can AI actually help you understand your customers - or is it just noise at scale?As teams lean into AI to handle discovery work, it’s tempting to treat all insights as equal. But not all research sources are created equal - and AI isn’t great at everything.In this episode, Jochem Van Der Veer breaks down where AI actually supports discovery... and where it silently sabotages it. This is a guide for anyone using AI to scale research, sift through feedback, or make sense of customer data.What You’ll Learn...
2025-11-1908 min
The Experience EdgeEp. 51 - How CHG Healthcare builds a journey-led organization - Dan SullivanDan Sullivan, Director of Journey Management at CHG Healthcare, has transformed how a major healthcare company connects business outcomes to customer experience. With a background spanning customer success, strategy, and design, Dan has built an enterprise-wide journey management practice that brings data, insights, and teams together to act as one.In this conversation with TheyDo’s Jochem van der Veer, Dan shares how CHG made journey management tangible, through immersive storytelling, data integration, and co-creation across teams. He reveals how to align CX with business strategy, balance customer obsession with outcomes, and create organizational change that lasts be...
2025-11-121h 04
The Experience EdgeEp. 50 - How Microsoft is building a journey-centered operating model across customer success and experience - Raymond OteroRaymond Otero, Director of Global Customer Experience at Microsoft, bridges customer success and experience to create truly journey-centered transformation. With nearly three decades of experience, Ray’s approach brings operational cohesion, data-driven insights, and a cultural shift that makes customer obsession real inside the enterprise.In this conversation with TheyDo’s Jochem van der Veer, Ray unpacks how Microsoft is blending CX and CS through journey-based operating models, how AI enables proactive coaching, and why humility and alignment—not hierarchy—drive lasting success.Guest BioRaymond (Ray) Otero is Director of Global Customer Experien...
2025-11-051h 07
The Experience EdgeEp. 49 - AI Won’t Fix Broken Customer Understanding - InsightsAI Won’t Fix Broken Customer UnderstandingAre you speeding past discovery and straight into irrelevance?Generative AI has made it easy to ship. Everyone can prototype, design, and launch faster than ever. But faster doesn’t mean better, and skipping discovery is a mistake teams keep making.In this episode, Jochem Van Der Veer (CEO of TheyDo) challenges the illusion of progress AI creates, and shows why the real return on investment lies in how we use AI for discovery - not delivery.What...
2025-10-2912 min
The Experience EdgeEp. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno MonteiroBruno Monteiro, VP and Head of Digital Experience at HealthEquity, is driving one of the boldest CX transformations in healthcare - reorganizing the company around customer journeys. Drawing on his time at JPMorgan Chase, where he pioneered the “experience object” strategy, Bruno explains what it takes to turn journey theory into business impact.In this episode, he and TheyDo’s Jochem van der Veer explore how to align teams, data, and leadership around outcomes that balance customer intent and business value. The conversation reveals why shared ownership, empathy, and orchestration, not technology alone, power true transformation.Gues...
2025-10-231h 15
The Experience EdgeEp. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno MonteiroIn this episode of The Experience Edge, Jochem van der Veer speaks with Bruno Monteiro, VP and Head of Digital Experience at HealthEquity, about what it truly takes to transform large organizations around customer journeys. From implementing journey management at JP Morgan Chase as a "Trojan horse" strategy to now leading an experience-centered transformation in healthcare, Bruno offers sharp, practical insights into how CX leaders can move from theory to enterprise-wide practice.Bruno unpacks the challenges of scaling journey ownership, balancing business metrics with customer intent, and creating visibility through journey architectures. He dives into the need...
2025-10-221h 15
The Experience EdgeEp. 45 - Governance models every CX leader should know (Insights 5)Governance Models Every CX Leader Should KnowOne global staffing firm discovered they were solving the same customer problem six different ways across regions. No alignment, duplicated work, eroded trust - not a tooling issue, but a governance issue.In this episode, Jochem van der Veer (CEO of TheyDo) shares what he’s learned about how to structure journey management from working with 50-60 Fortune 500 companies.He breaks down four real-world journey governance models - from Central Command to Full Autonomy - and explains the pros, cons, and trade-offs of each. You’ll hear...
2025-10-1806 min
The Experience EdgeEp. 47 - How to prove the business value of customer experience - ReflectionsIf you can’t map customer experience to a business metric your CFO already obsesses over, you’re playing the wrong game.”That’s how Bill Staikos - former Global Head of Experience at BNY Mellon and CX leader at American Express, JP Morgan, and Freddie Mac - describes the future of customer experience.In this episode, Jochem van der Veer (TheyDo) reflects on his recent podcast episode with Bill, unpacks what it really means to tie customer outcomes to business results, and why most CX teams are still speaking the wrong language.What You’ll Learn...
2025-10-1506 min
The Experience EdgeEp. 46 - How to align sales and CX in high-touch Enterprise environments - Eric RouxIn this episode of The Experience Edge, Jochem Van Der Veer speaks with Eric Roux, Customer Experience Director at Cisco and co‑founder of the Boston Blockchain Association, about a compelling but underexplored idea: embedding customer experience (CX) into the go‑to‑market engine by forging a tight partnership with sales. They dive into how this alignment enables brands to deliver on promises, orchestrate outcomes, and avoid the “tossing over the fence” trap that many CX organizations fall into.They also cover how CX leaders should build teams that are empowered and adaptive (not just follow the textbook...
2025-10-0854 min
The Experience EdgeEp 45 (Audio) - Governance models every CX leader should know. - Insight 5 AudioWatch the Full Video HEREOne global staffing firm discovered they were solving the same customer problem six different ways across regions. No alignment, duplicated work, eroded trust - not a tooling issue, but a governance issue.In this episode, Jochem van der Veer (CEO of TheyDo) shares what he’s learned about how to structure journey management from working with 50-60 Fortune 500 companies.He breaks down four real-world journey governance models - from Central Command to Full Autonomy - and explains the pros, cons, and trade-offs of each. You’ll hear how orga...
2025-10-0313 min
The Experience EdgeEp. 44 - Doing CX right - Stacy ShermanIn this episode of The Experience Edge, Jochem van der Veer sits down with CX thought leader Stacy Sherman to unpack what it really means to “do CX right.” Stacy draws on her 25+ years of leadership at brands like Verizon, AT&T, Schindler, and more, and shares hard-won lessons in aligning culture, accountability, and cross‑functional execution. Their conversation weaves from the pitfalls of siloed thinking and unmet promise gaps to the art of embedding delight and meaningfully leveraging AI and data in the service of experience.Listeners will come away with a richer understanding of why “customer...
2025-10-0158 min
The Experience EdgeEp. 42 - Customer experience is everyone’s job - Blake MorganIn this episode of The Experience Edge, Jochem van der Veer sits down with Blake Morgan, customer experience (CX) futurist and author, to explore what’s stayed true in CX over the past decade, where business leaders often fall short, and how to build a customer-centric culture in a modern, AI-driven world. Blake highlights that while tools and channels have evolved (especially AI), fundamental human needs, being seen, heard, and having problems solved, remain the same. She emphasizes the importance of trust, long-term thinking, and tying CX efforts directly to business outcomes like revenue and customer retention. Throughout, she of...
2025-09-2444 min
The Experience EdgeEp.41 - Retail AI with a human heart - Santos SubramanyamIn this episode of The Experience Edge, Jochem Van Der Veer sits down with Santos Subramanyam, Director of Enterprise Products, CX & UX at Macy’s, to explore how customer experience has evolved over time, and what timeless truths still matter. Drawing from Santos’s extensive background in retail, hospitality, automotive, SaaS, and more, they dig into the role of measurement beyond NPS/MPS, the importance of aligning teams around customer journeys, and how AI and data are enabling more real‐time, human‐centred decisions. The conversation is rich with examples, from redesigning checkout flows in store, to localized customer experien...
2025-09-171h 00
The Experience EdgeEp. 40 - Experience starts with the CFO - Bill StaikosIn this episode of The Experience Edge, Jochem van der Veer sits down with Bill Staikos, a globally recognized CX leader with more than two decades of experience driving customer and employee experience transformation in financial services, consulting, and tech. Bill shares his candid perspective on the state of CX today, including why the function has struggled to mature, what it takes for leaders to earn a true seat at the executive table, and why journeys remain critical to connecting silos.Together, Jochem and Bill dive into the challenges of aligning CX to business strategy, the role...
2025-09-1054 min
The Experience EdgeBest insights from top CX leaders | Highlights showIn this special edition of The Experience Edge, we bring together six of our most impactful guests in one powerful narrative, tracing the journey of CX transformation from leadership mindset to system change—and ultimately to measurable business impact.What you’ll learn in this episode:Why vulnerable leadership and cross-functional trust are foundational to CXHow to break down organizational silos to deliver seamless experiencesThe role of content, storytelling, and digital strategy in engaging customersWhy measurement, experimentation, and feedback loops are critical for impactHow AI enables real-time synthesis - and where human empathy stil...
2025-09-0518 min
The Experience EdgeEp. 39 - Organizing CX around what matters. - Angelique WyszynskiIn this episode, Jochem Van Der Veer is joined by Angelique Wyszynski, Global Head of Insurance Innovation and CX at HSB (Hartford Steam Boiler). With over two decades of customer experience leadership in risk-averse industries like insurance and finance, Angie shares how she’s transforming CX from the inside out, without creating new silos. They unpack how to embed CX into legacy systems, operationalize customer insights, build credibility with finance, and scale innovation in heavily regulated environments.Angie offers a playbook for CX leaders to drive value in complex organizations, showing how her centralized team delivers high-impact re...
2025-08-271h 00
The Experience EdgeWhy Talking to 10 Customers Beats 10,000 AI Insights - ReflectionsWhy Talking to 10 Customers Beats 10,000 AI InsightsAre your customer insights grounded in reality - or just AI-generated guesswork?Synthetic research is everywhere. It looks real, sounds strategic, and gives you confident answers. But according to Gia Laudi, it’s BS if it isn’t rooted in real conversations with actual customers.In this episode, Jochem Van Der Veer (TheyDo CEO) breaks down the false confidence synthetic insights create - and why teams relying on AI to define personas, journeys, and jobs to be done are building on sand.
2025-08-2210 min
The Experience EdgeStop Saying You Are Customer Centric - Insights Ep. 3Stop Saying You Are Customer CentricIs your company actually customer centric - or just saying it is?75% of companies claim to be customer-first. But only 30% of customers agree. In some surveys, the gap is even worse: 81% of leaders say they’re customer-centric... and only 3% of customers believe them.In this episode, Jochem Van Der Veer (TheyDo CEO) exposes the disconnect between intent and execution - and how journey coordination bridges the gap between brand promises and customer reality.What You’ll Lear...
2025-08-2009 min
The Experience EdgeThe Three Levels of Journey Thinking Every CX Team Needs - Reflections Ep. 2“Nobody’s just trying to withdraw money.”That line from the podcast episode with Nathan Zahm (Vanguard) sparked this episode - and it reveals a blind spot in how most teams approach customer experience.In this video, Jochem Van Der Veer (TheyDo CEO) unpacks the three-level journey model used at Vanguard and why so many teams miss the middle: the moments that matter.If your team is optimizing for task completion or designing abstract lifecycle stages, but struggling to create real impact - this model is what you're missing.What...
2025-08-1512 min
The Experience EdgeEp. 38 - Journey work isn’t a side hustle. - Dan GingissIn this energizing episode of The Experience Edge, Jochem van der Veer is joined by customer experience visionary Dan Gingiss. With leadership roles at Discover, McDonald's, and Humana, and as author of Becoming the Experience Maker, Dan shares how companies can transform everyday interactions into powerful brand moments. The conversation dives into Dan’s WISER framework - a tactical approach to designing experiences that customers can’t help but talk about.Together, they explore how CX isn't just a department but a company-wide mindset, and Dan offers real-world examples of how tiny improvements can drive major business outc...
2025-08-1359 min
The Experience EdgeBeyond Journey Maps: Turning Insights into Action with Journey Management - Insights Ep. 2Journey Mapping is Dead. What comes next?Journey maps are like blueprints without builders. Beautiful and insightful - but ultimately useless unless someone owns the outcome.In this video, Jochem Van Der Veer (TheyDo CEO) breaks down why most customer journey maps fail to drive measurable impact - and introduces the shift from static maps to living systems of journey management.If you’ve ever spent months building journeys that never get used, this one’s for you.What You’ll Learn: • Why over 80% of journey maps fai...
2025-08-0813 min
The Experience EdgeEp. 37 - Stop selling. Start storytelling with video. - Samuel BeekIn this episode of The Experience Edge, Jochem welcomes Sam Beek, Chief Product Officer at Veed, to explore the evolving landscape of video content creation in the age of AI. From humble beginnings hacking together apps at tech events to scaling a global video platform, Sam shares his journey and the pivotal role of customer feedback in building user-centric products.Sam and Jochem delve into how enterprises and solo creators can harness the power of video, why storytelling still reigns supreme, and how Veed's SEO-led growth strategy fuels innovation. They explore AI's role in making video creation...
2025-08-0657 min
The Experience EdgeWhy Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1Do you really need to “break the silos” to fix customer experience?In this video, Jochem Van Der Veer (TheyDo CEO) unpacks why that common advice is flawed - and shares Alison Landers’ (Chief Experience Officer at UBS) smarter approach: it’s not about breaking silos, it’s about orchestrating across them.Drawing on Alison’s experience leading CX at UBS, Wells Fargo, and Prudential, this episode reveals how journey orchestration helps organizations coordinate at scale and finally deliver seamless experiences customers actually feel.What You’ll Learn:...
2025-08-0109 min
The Experience EdgeEp. 36 - Customer experience meets business strategy - Trish WethmanIn this episode, Jochem van der Veer sits down with Trish Wethman, former Chief Customer Officer at Best Egg, to explore the evolution of the CX function and how to embed customer intelligence into business operations. Trish shares lessons from her tenure in creating impactful customer strategies and championing cultural transformation through CX. From navigating tough executive meetings to redesigning the CX function for action, Trish offers a candid look at what it takes to align organizations around a shared customer vision.The conversation covers everything from embedding insights partners into business teams, building a sticky CX...
2025-07-3056 min
The Experience EdgeThe one thing killing your customer experience - Insights Ep. 1Why do CX efforts fail - even when everyone’s working hard?You’ve got the tools, the talent, and the intent. But customer pain persists. In this video, Jochem Van Der Veer (TheyDo CEO) reveals the real reason most customer experience initiatives don’t deliver results.It’s not broken UX.It’s not bad support.It’s structural misalignment - and it’s costing you more than you realize.What You’ll Learn: • Why silos aren't the enemy - and why “breaking them” is the wrong goal • Th...
2025-07-2511 min
The Experience EdgeEp. 35 - Stop listening. Start acting on insight - Brooke SellasIn this episode of The Experience Edge, Jochem van der Veer welcomes Brooke Sellas, CEO of B Squared Media, to dissect how social media has evolved from a content distribution channel to a powerful platform for customer experience and intelligence. Brooke explains how forward-thinking brands are using social not just to post, but to converse, and how these conversations can reveal vital insights into customer behavior, brand sentiment, and even revenue potential.Brooke introduces her CARE framework (Conversation, Acquisition, Retention, Engagement) and explains how her agency uses this model to help enterprise brands mine social interactions for...
2025-07-231h 00
The Experience EdgeEp. 34 - The future of journey management through a systems lens - Jennifer JenkinsIn this episode of The Experience Edge, Jochem van der Veer speaks with Jennifer Jenkins, Head of CX Design at Scotiabank. Jennifer shares her deep expertise in service and systems thinking, offering a fresh lens on organizational silos, cross-functional collaboration, and the evolving practice of journey management. With roots in workplace design and a strong belief in in-situ research, she provides a unique perspective on how to elevate both customer and employee experiences.The conversation delves into topics such as rethinking silos as structures, aligning organizational design with customer experience, the necessity of qualitative research in a...
2025-07-1649 min
The Experience EdgeEp. 33 - Great experiences aren’t accidents, they’re engineered - Jon PicoultIn this episode of The Experience Edge, Jon Picoult, author of the bestselling book From Impressed to Obsessed, shares his insights on crafting unforgettable customer experiences. With over 16 years of consulting C-suite executives through his firm, Watermark Consulting, Jon emphasizes why mere customer satisfaction is a weak benchmark - and why companies must instead strive to create indelible impressions. He explains how impressing customers builds loyalty that drives referrals, repurchase behavior, and ultimately, business growth.Jon and host Jochem van der Veer dive into how businesses can use psychological principles like the peak-end rule and...
2025-07-091h 03
KletskoppenKletskoppen 34 met Jayson van der Laan, Romee Walraven en Mylo Krijnen, Thema PestenDuik in de betoverende wereld van kinderdromen met Jochem van Gelder, Nederland’s geliefde kindervriend en de iconische voormalige presentator van 'Praatjesmakers'.
In 'Kletskoppen' nodigen wij kinderen tussen de zeven en tien jaar oud uit om hun grootste dromen en meest kleurrijke ideeën met ons te delen. Luister naar wat hun gelukscijfer is, met welke frisse kijk ze naar de wereld kijken en naar hun visie op hoe we samen een mooiere toekomst kunnen creëren. Deze jonge denkers verrassen ons met hun onbevangen wijsheid en humor. Geniet van de inspirerende, grappige en o...
2025-07-0638 min
The Experience EdgeEp 32. Leading change through CX at Elsevier - James MunozIn this compelling episode of The Experience Edge, Jochem van der Veer is joined by James Munoz, Director of Brand and Employee Experience at Elsevier, to discuss what it truly means to lead through chaos and complexity. Drawing from his unique background as a former U.S. Army reconnaissance officer turned CX transformation leader, James unpacks how his soldier-first mindset evolved into a human-first philosophy that fuels customer and employee experience today.James shares hard-earned lessons from the military, financial services, and enterprise transformation programs at Wells Fargo and Elsevier. He dives into what makes a strong...
2025-07-0252 min
Punk CX: Customer Experience Insights with Adrian SwinscoeWithout context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDoToday’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer experiences by aligning teams around the customer journey. We discuss customer journeys, journey mapping, and data, highlighting how businesses risk exacerbating data overwhelm if they don’t rethink their approach. Additionally, we explore the finding that 41% of business leaders rarely involve other departments in data-driven decisions.
This interview follows on from my recent interview – Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI – and is number 545 in the serie...
2025-06-2650 min
The Experience EdgeEp.31 - Prove it: Vanguard’s CX Alpha playbook - Nathan ZahmIn this episode of The Experience Edge, host Jochem van der Veer speaks with Nathan Zahm, Head of CX Alpha at Vanguard’s Personal Investor division. Nathan shares how CX Alpha - a cross-disciplinary initiative - blends behavioral science, analytics, design, and financial planning to deliver measurable improvements to client investment outcomes. From redefining client experience as a value driver to integrating AI and robust experimentation frameworks, Nathan explains how Vanguard’s customer-centric legacy is being extended into the digital future.Listeners will gain a front-row view into the role of journey frameworks, personalization boundaries, and...
2025-06-251h 02
The Experience EdgeEp. 30 - Burnout-Free Growth at Accenture Song - Tyler AndreIn this insightful episode of The Experience Edge, Jochem van der Veer is joined by Tyler Andre, a CX Strategy & Design leader at Accenture Song. Tyler unpacks the evolution of customer experience from a reactive support function to a proactive, operational discipline. He emphasizes the critical role of operational consistency and human-centered design in creating scalable CX foundations, while challenging outdated paradigms like NPS as the singular metric of success.Tyler introduces a practical trifecta - consistency, depth, and breadth - as the blueprint for maturing CX practices. With vivid examples and tactical advice, he illustrates how...
2025-06-1855 min
The Experience EdgeEp.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben GehebIn this episode of The Experience Edge, Jochem van der Veer sits down with Ben Geheb, Global Chief Experience Strategy Officer at VML, to unpack the challenges and misconceptions surrounding customer experience strategy today. From jargon pitfalls to the need for actionable journeys, Ben shares compelling insights on bridging the gap between customer-centric thinking and real-world business execution.The conversation includes strategic guidance on aligning CX with organizational goals, building rituals that sustain decision-making, and transforming CX from a reporting function into an accountable, outcome-driven practice. Whether discussing how to position CX teams within enterprise structures or...
2025-06-1159 min
The Experience EdgeEp.28 - Inside UBS With Their CXO - Allison Paine LandersIn this episode of The Experience Edge, Jochem van der Veer speaks with Allison Paine Landers, CXO for Banking and Lending at UBS and a recognized leader in the FinTech Top 100 Women list. With a deep foundation built across financial giants like Prudential and Wells Fargo, Allison brings a sophisticated perspective on customer and employee experience transformation. From her roots in marketing and operations to steering global CX initiatives, she illustrates how a nuanced, journey-centric approach can redefine service delivery at scale.Allison dives into the challenges and rewards of integrating customer experience within legacy financial institutions...
2025-06-041h 06
The Experience EdgeEp.27 - From Insights to Action, Not Storage - Elizabeth Knox OatesElizabeth Oates is on a mission to help insight professionals go from simply being “interesting” to delivering true business impact. As the author of More Than Just Interesting and a seasoned insights leader, she’s transforming how organizations approach decision-making, data collection, and the role of human understanding in customer experience.In this episode, Elizabeth introduces the concept of “collection debt,” explains why insights functions often fall short, and provides practical tools for tying every insight to a business decision. She dives into how AI is reshaping the role of analysts, why trust and timing matter more than ever...
2025-05-281h 13
The Experience EdgeEp.26 - Customer Pain Is Your Business Case - Carolyne GathuruFrom grassroots insights in East Africa to global strategy, Carolyne Gathuru brings a powerful voice to what it truly means to be customer-centric. As a CX strategist, leadership coach, and member of the Women in CX Inner Circle, she weaves 25 years of field experience into practical, impactful guidance for organizations undergoing transformation.In this conversation, Carolyne dives into how to build genuine customer care into company culture, why training isn't always the answer, and how to simplify CX strategy without losing depth. She challenges assumptions about AI, voice of the customer programs, and what it takes to...
2025-05-2158 min
The Experience EdgeEp.25 - Your Culture Starts Every Morning - Crystal D'CunhaCrystal D'Cunha is on a mission to ignite leaders, excite employees, and delight customers. As President and CEO of The Inside View Inc., she helps organizations hardwire customer experience into their culture. With award-winning programs and decades of leadership expertise, she equips teams to take CX from theory to action - starting with something as deceptively simple as the daily huddle.In this episode, Crystal unpacks the emotional and structural DNA of a customer-centric company. She explains the difference between customer service and customer experience, why CX is not a department, and how small moments of delight...
2025-05-141h 00
The Experience EdgeEp.24 - Jobs to Be Done, Actually Done - Georgiana LaudiFrom rethinking growth strategy to redefining what it means to be truly customer-led, Gia Loudi brings a sharp lens to how tech companies build around customer experience. With deep roots in B2B SaaS and a track record that spans Bitly, Sprout Social, and her own advisory work, she champions a foundational approach to CX that starts with one powerful question: What does your best customer really need?In this episode, Gia unpacks the system behind customer-led growth, the overlooked power of jobs-to-be-done research, and why AI is no substitute for human insight. She shares how companies...
2025-05-071h 02
The Experience EdgeEp.23 - Why Kindness Should Be Standard Practice - Joan CoxFrom building trust with vulnerable communities to redefining the role of digital in healthcare, Joan Cox leads with a deeply human approach to patient experience at LifeBridge Health. Drawing on her work across diverse communities, she shares why true transformation starts with empathy, connection, and community-driven care.In this episode, Joan explores how digital tools must support - not replace - human interaction, the hidden toll of compassion fatigue, and why patient experience is essential to both clinical outcomes and lasting change.Guest BioJoan Cox is the Chief Experience Officer at LifeBridge...
2025-04-3045 min
The Experience EdgeEp.22 - Miracles, Not Marketing Metrics - Richard SchwartzFrom challenging public perceptions of the pharmaceutical industry to redefining how patient trust is built and maintained, Richard Schwartz brings a bold, human-centered vision to healthcare experience design. As a CX leader in the life sciences, Richard unpacks why patient journeys are more than process maps—they are emotional and behavioral landscapes shaped by belief, compassion, and clarity.In this episode, Richard and Jochem explore how pharma brands can evolve beyond reactive care and build real relationships through trust-driven design. They challenge the myth that pharma companies are purely profit-driven and instead spotlight the untapped opportunity in pa...
2025-04-231h 07
The Experience EdgeEp.21 - Redefining CX in Finance: The Human Factor - Steven SmartFrom redefining empathy at scale to structuring strategy around shared goals, Steven Smart brings a pragmatic and people-first approach to digital transformation in financial services. As a Digital and CX Lead at DLL, Steven shares how streamlining customer journeys—down to a handful of critical interactions—creates clarity and consistency across complex, siloed organizations.In this episode, Steven unpacks the operational power of aligning internal priorities with customer goals, the evolving role of empathy in both design and leadership, and why frictionless experiences start with cross-functional collaboration. He also shares powerful lessons from personal journeys—both triumphant and tr...
2025-04-161h 01
The Experience EdgeEp.20 - Why Companies Are Building VR Training Fleets - Shanta BodhanIn this episode of The Experience Edge, Jochem van der Veer speaks with Shanta Bodhan, Associate Director of Innovation Customer Experience at Cornerstone, about the evolving landscape of employee development through immersive technologies like virtual reality (VR), extended reality (XR), and generative AI. Drawing on her background in HR and sustainability, Shanta shares how her team is reimagining workforce learning at scale for global brands including Siemens, Nestlé, and UPS.The conversation explores the challenges and advantages of remote-first organizations, how immersive learning can drive measurable outcomes, and the balance between personalization and scalability in customer experience. S...
2025-04-091h 01
The Experience EdgeEp.19 - Bringing Humanity Back to Leadership - Jen BurtonFrom redefining “frontline” support to using AI for strategic insight—not replacement—Jen Burton brings a fresh, human-first perspective to CX leadership. As a CX Coach at Zendesk with nearly 20 years of experience, she shares how building a culture rooted in emotional intelligence and warmth drives both team performance and customer loyalty. In this episode, Jen dives into the operational power of AI, the untapped value of second response time, and the importance of aligning CX with business goals. She also opens up about her own journey through leadership challenges, hiring missteps, and the pursuit of becoming truly “unbothered.”Guest B...
2025-04-021h 10
The Experience EdgeEp.18 - Scaling CX: Lessons from Netflix & Crunchyroll - Luciane CarrilloLuciane Carrillo, Head of Customer Experience at Crunchyroll and former Netflix leader, joins the podcast to reflect on 13 years shaping CX at a global scale. She shares lessons from Netflix’s international expansion, how she's adapting them for Crunchyroll's anime-loving fanbase, and why cultural nuance, feedback, and empowerment are vital for modern CX leadership. From creating proactive CX teams to mentoring women through her Brava community, Luciane brings both strategic insight and heart to every touchpoint.Guest BioLuciane is a trailblazer in customer experience, with over 15 years of expertise transforming how global brands connect wi...
2025-03-261h 04
The Experience EdgeEp.17 - IKEA’s Secret to Global CX Success - Martin VillanuevaMartin Villanueva, Global Customer Engagement Lead at IKEA, shares insights on the evolving landscape of customer loyalty, AI-driven personalization, and omnichannel experiences. He discusses how IKEA balances digital and physical retail, the challenges of managing customer engagement across global franchises, and the role of AI in shaping hyper-personalized yet privacy-conscious interactions. Martin also explores how AI is transforming customer data management and decision-making, offering a glimpse into the future of intelligent, human-centered customer experiences.Guest BioMartin Villanueva is IKEA’s Global Customer Engagement Lead, with a track record of pushing boundaries at global brands li...
2025-03-1900 min
The Experience EdgeEp.16 - Designing for Impact: From UX to CX - Thomas CalimanThomas Caliman, Chief Experience Officer at ADEO, shares insights on the evolving role of design and customer experience in large organizations. He discusses how design and CX teams collaborate to drive business impact, the power of journey mapping for alignment, and the importance of connecting UX with business objectives. Thomas also explores the role of generative AI in customer research and experience design, offering a glimpse into the future of AI-powered personas and synthetic user testing.Guest BioThomas is the Chief Experience Officer at ADEO, the parent company of renowned brands like Leroy Merlin...
2025-03-121h 06
The Experience EdgeEp.15 - Optimizing CX with AI Routing - Ain ChishtyAin Chishty discusses the evolution of AI in customer experience, particularly in contact centers. He highlights the importance of optimizing business outcomes through AI, categorizing AI applications into automation, augmentation, and optimization. Ain emphasizes the significance of understanding customer journeys and personas in engineering design, advocating for a culture of customer centricity within engineering teams to ensure that products meet user needs effectively.Jochem and Ain In this conversation the importance of a user-centric engineering culture, the significance of understanding user pain points, and the methodologies used in journey mapping and defining user personas. He emphasizes the...
2025-03-051h 04
The Experience EdgeEp.14 - From Data to Action: CX at Uber - Daniela CarrilloIn this episode, Daniela Carrillo, CX New Modalities Program Manager at Uber, shares insights into how Uber transforms customer experience (CX) through innovation and empathy-driven design. She discusses the importance of understanding diverse user needs across global markets and how balancing data with real-world insights leads to better customer solutions.Daniela highlights the power of cross-team collaboration, the challenges of quantifying CX pain points, and how to build trust with product teams to ensure customer feedback drives meaningful improvements. She also explores the role of AI in CX, the impact of socio-economic context on user behavior, and...
2025-02-261h 05
The Experience EdgeEp.13 - The Future of Banking: Digital Meets Human - Lasse Kragh CarstensenThe Experience Edge speaks to, Lasse Kragh Carstensen, Head of Digital Business & Channels at Sparekassen Danmark, shares how a customer-owned bank is redefining financial services with a human-first approach. He discusses the paradox of scaling while staying personal, how customer insights directly shape strategy, and why simplifying digital experiences matters more than adding features. Lasse also reveals the challenges of balancing AI with human service, the importance of friction hunting, and how Sparekassen aligns teams around the customer journey.Guest BioLasse is a dynamic business strategist and digital...
2025-02-191h 06
The Experience EdgeEp.12 - Insurance Companies Should Build Community - Jenni ReijonenIn this episode of The Experience Edge, Jenni Reijonen shares how LocalTapiola, one of Finland’s largest insurance companies, is reshaping customer experience. She reveals how they built a thriving customer community of over 1,000 members without any incentives, how they’re using design thinking to transform CX, and why customer experience is more than just customer service. Jenni also opens up about the challenges of shifting from system-centric to customer-first development, the power of persistence, and the small wins that keep the team motivated.Guest Bio Jenni Reijonen is not your typical custo...
2025-02-1254 min
The Experience EdgeEp.11 - Un-F*ck Your Customer Experience Today - Zack HamiltonVisit www.theydo.com SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins us to explore the future of customer experience. From his unique journey from retail to SaaS, Zack shares insights on the rise of Journey Pods, the fall of NPS, and how focusing on customer lifetime value can transform businesses. With unfiltered advice and actionable strategies, Zack reveals what it takes to truly UnF*** CX and create meaningful, lasting customer connections.Guest Bio Zack Hamilton is a distinguished retail and eCommerce strategist, recognized for his trans...
2025-02-051h 05
KletskoppenKletskoppen 23 met Zoe Nijenhuis, Jurhan van der Laan en Rosabella van Onna,Thema Verliefd-VerloofdDuik in de betoverende wereld van kinderdromen met Jochem van Gelder, Nederland’s geliefde kindervriend en de iconische voormalige presentator van 'Praatjesmakers'.
In 'Kletskoppen' nodigen wij kinderen tussen de zeven en tien jaar oud uit om hun grootste dromen en meest kleurrijke ideeën met ons te delen. Luister naar wat hun gelukscijfer is, met welke frisse kijk ze naar de wereld kijken en naar hun visie op hoe we samen een mooiere toekomst kunnen creëren. Deze jonge denkers verrassen ons met hun onbevangen wijsheid en humor. Geniet van de inspirerende, grappige en o...
2025-02-0238 min
The Experience EdgeEp.10 - Transforming CX at Nissan - Jivesh JunejaVisit www.theydo.com SummaryIn this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how he’s reshaped customer experience for over 500 million annual visitors.Discover how Nissan shifted from product-centric to customer-focused strategies by streamlining operations with the Try, Buy, Use framework. They leveraged data to enhance customer journeys and identify "serious buyers."Jivesh also shares practical advice on fostering innovation, building cross-functional teams, and driving measurable business outcomes.Guest Bio Jivesh Juneja is a visionary business leader and technology enthusiast...
2025-01-291h 03
The Experience EdgeEp.9 - How to Transform Customer Experience - Ryan LeveilleVisit www.theydo.com SummaryRyan Levier draws on his experience in customer experience and service design to highlight how building relationships with C-suite executives drives innovation. At Amtrak, he transformed the company’s focus from transportation to hospitality, using data and insights to improve service design and address challenges like train delays.Ryan emphasizes the importance of empathy, business acumen, and effective communication in fostering change. He explores the concept of "innovation debt" and how learning from past failures can shape future success. By connecting teams and framing key customer and employee moments...
2025-01-241h 04
The Experience EdgeEp.8 - Jobs To Be Done Theory for CX - Jim KalbachVisit www.theydo.com SummaryJochem Van Der Veer and Jim Kalbach discuss the Jobs to Be Done (JTBD) framework, its integration with experience design, and its application in understanding user needs. Jim emphasizes the importance of precision and complementary techniques in JTBD, explaining how it enhances traditional methods like journey mapping. They explore the hierarchy of target jobs, the significance of job metrics, and the ROI of implementing JTBD in organizations. They delve into the Jobs to Be Done framework, discussing its importance in prioritizing opportunities, understanding unmet needs, and fostering collaboration w...
2025-01-1758 min
The Experience EdgeEp.7 - The 10-Second Customer Journey - Todd UngerVisit us at www.theydo.comSummaryIn this conversation, Todd Unger, Chief Experience Officer at the American Medical Association (AMA), discusses his journey in transforming the organization to focus on growth through customer experience. He emphasizes the importance of understanding the target customer, creating a compelling brand proposition, and the role of digital transformation in achieving these goals. Todd shares practical insights and examples from his experience, including the development of a customer experience strategy and the creation of his book, 'The 10 Second Customer Journey.' In this conversation, Todd Unger discusses the importance of simplicity in brandi...
2025-01-101h 12
The Experience EdgeEp.6 - Frictionless CX: The Future is Here - Steven Van BelleghemVisit us at www.theydo.comSummaryJochem Van Der Veer interviews Steven van Belleghem, exploring South Korea’s unique customer experience landscape, the role of AI, robotics, and government in digital innovation. They discuss personalized automation, redefining human interactions, friction hunting, emotional connections, and the leadership needed to foster customer trust and loyalty in a fast-changing world.Guest Bio:Steven is a Customer Experience veteran - he’s mostly known for his super engaging keynotes and high energy on stage. He finds his inspiration by visiting companies all over the...
2025-01-031h 01
Service Design ShowJourney Management in 2025: Trends, Challenges, and Predictions / Jochem van der Veer / Ep. #218First of all, I want to wish you a very happy 2025.
We're starting the new year with a bang.
Journey Management has been a hot topic for the last two years, and for good reason.
The shift from mapping to management might seem small, but it's a major change in how we and our clients approach things.
If you've been following the Show for a while, you know we are keeping up with these developments as they unfold.
So, I thought it would be great to invite a good...
2025-01-021h 09
The Experience EdgeEp.5 - Red Cross - Redefining CX for Nonprofit Success - Andrew GeorgeVisit us at www.theydo.comSummaryIn this conversation, Andrew George, direct marketing strategist and customer experience advocate at the Canadian Red Cross, shares strategies for optimizing donor engagement through journey mapping, empathy-driven communication, and blending traditional metrics with attitudinal data. He highlights the importance of collaboration across teams, empowering donors, and implementing feedback loops to improve retention. Andrew reflects on lessons learned, adapting to changing donor needs, and the unique challenges nonprofits face compared to for-profits while emphasizing the ongoing journey toward true donor-centricity and the need for executive buy-in to drive CX in...
2024-12-2059 min
The Experience EdgeEp.4 - Samsung and Their Customer Centric Evolution - Deborah HonigVisit us at www.theydo.comSummaryDeborah Honig, a Global Business Executive at Samsung Electronics, shares insights into customer journeys, from mobile ordering to digital banking. She highlights the role of technology in enhancing user experience, reflects on both positive and negative interactions, and explores the challenges brands face in delivering consistent online and offline experiences.Guest BioDeborah is an accomplished leader in customer experience and brand innovation, currently driving Samsung’s vision of a connected, customer-first future in the UK. In her role, she orchestrates Samsung's diverse product and se...
2024-12-131h 07
The Experience EdgeEp. 3 - Future-Proof Your Customer Experience - David AvrinSummaryIn this conversation, David Avrin discusses the evolution of customer experience from a product-centric to a customer-centric approach. He emphasizes the importance of understanding changing customer expectations and balancing business needs with customer desires. Avrin advocates for compassionate capitalism, where profitability and customer satisfaction coexist. He also highlights challenges CX teams face aligning their initiatives with business outcomes and the role of leadership in driving customer experience transformation. The discussion touches on global perspectives on CX and eliminating friction to enhance satisfaction. David discusses the importance of creating a seamless customer experience and the challenges businesses...
2024-12-0650 min
The Experience EdgeEp 2. - Product is just feeding the beast - John Cutler - ex Toast, AmplitudeVisit us at www.theydo.comSummaryJochem Van Der Veer and John Cutler discuss the intersection of product management and customer experience, emphasizing the importance of customer centricity and aligning business strategies with customer perspectives. They explore the challenges of siloed departments, the role of leadership in fostering a customer-centric culture, and the need for situational awareness and innovation. The conversation highlights the importance of multi-frame thinking, cultural shifts, and integrating business metrics with customer insights. They also address the complexities of defining a North Star metric and advocate for a balanced approach combining top-do...
2024-11-281h 15
The Experience EdgeEp 1. - Marc Fonteijn - Driving with discipline and curiosityVisit us at www.theydo.comSummaryIn this conversation, Jochem Van Der Veer interviews Marc Fonteijn, a prominent figure in the service design community, discussing the evolution of service design, the importance of community, and the challenges faced by service designers today. They explore the dual nature of service design—commercial versus philosophical—and the ethical responsibilities that come with it. Marc shares insights on cultivating influence within organizations, the significance of personal growth, and the ongoing issue of burnout among service design professionals. In this conversation, Marc and Jochem explore the evolving landscape of service...
2024-11-2256 min
AI: Het Pedagogisch Appèl#11 Vertraagde tijd - In gesprek met Jochem van der PadtIn deze aflevering is Jochem van der Padt te gast.Jochem is onderwijskundige in de faculteit Educatie aan de hogeschool Leiden, daarnaast is Jochem mede-initiator en ontwikkelaar van de relatief nieuwe lerarenopleiding Spring.Bij Spring, richt je je op vormend en vernieuwend onderwijs. Je wordt opgeleid om les te geven op scholen waarin de pedagogiek centraal staat.Hoe kijkt Jochem aan tegen de snelle ontwikkelingen van AI? En wat vraagt dat van een lerarenopleider voor vernieuwend onderwijs?Mentioned in this episode:Nivoz.nl/podcastDe podcast is...
2024-09-2456 min
KletskoppenKletskoppen 11 met Djaycee Kuijs, Steff de Haan en Hanne van der Veen - Thema Eten van VleesDuik in de betoverende wereld van kinderdromen met Jochem van Gelder, Nederland’s geliefde kindervriend en de iconische voormalige presentator van 'Praatjesmakers'. In 'Kletskoppen' nodigen wij kinderen tussen de zeven en tien jaar oud uit om hun grootste dromen en meest kleurrijke ideeën met ons te delen.
Luister naar hun hartverwarmende verhalen over geluk, hun frisse kijk op de wereld, en hun visie op hoe we samen een mooiere toekomst kunnen creëren. Deze jonge denkers verrassen ons met hun onbevangen wijsheid, delen hun uitdagingen en vieren hun successen, terwijl ze onthullen hoe zij denken invloed te kunn...
2024-08-1838 min
Growthmates: Create and Grow Meaningful Products & CareersFrom Designer to CEO: Building Design-led and Journey-centric Business (Jochem van der Veer, CEO at TheyDo)Welcome to Growthmates with Kate Syuma — Growth advisor, previously Head of Growth Design at Miro. I’m building Growthmates as a place to connect with inspiring leaders to help you grow yourself and your product. Here you can learn how companies like Dropbox, Adobe, Canva, Loom, and many more are building excellent products and growth culture. Get all episodes and a free playbook for Growth teams on our brand-new website — growthamtes.club, and press follow to support us on your favorite platforms. Listen now and subscribe on your favorite platforms — Apple, Spotify, or watch on YouTube (new!).—
2024-08-1354 min
KletskoppenKletskoppen 10 met Hailey van der Rijst, Jayden Vermeij en Tessel Poot - Thema Eenzaamheid/DaklozenDuik in de betoverende wereld van kinderdromen met Jochem van Gelder, Nederland’s geliefde kindervriend en de iconische voormalige presentator van 'Praatjesmakers'. In 'Kletskoppen' nodigen wij kinderen tussen de zeven en tien jaar oud uit om hun grootste dromen en meest kleurrijke ideeën met ons te delen.
Luister naar hun hartverwarmende verhalen over geluk, hun frisse kijk op de wereld, en hun visie op hoe we samen een mooiere toekomst kunnen creëren. Deze jonge denkers verrassen ons met hun onbevangen wijsheid, delen hun uitdagingen en vieren hun successen, terwijl ze onthullen hoe zij denken invloed te kunn...
2024-08-0442 min
Tijdboek LuMensDe grap van het bestaan - LuMens #3.02 Jochem Anthonijsz (41), oprichter 'Happy Spirit'LuMens - Seizoen 3: Het verschijnende pad
Help mee dit groeiende kanaal verder te brengen om meer mensen te inspireren. Als je waardeert wat wij maken, abonneer je dan op dit kanaal, zet de meldingen aan en verspreid onze content via je eigen socials en in je eigen familie/vriendengroepen. Heel veel dank daarvoor! Jouw steun (en financiële bijdrage) zorgt voor de voortgang, kwaliteit en groeiend bereik van LuMens. https://www.tijdboeklumens.nl
LuMens #3.02 Jochem Anthonijsz (41), oprichter 'Happy Spirit'
Seizoen 3 Aflevering (S03E02)
De grap van het bestaan
In dez...
2024-02-221h 17
Future Fuzz - The Digital Marketing PodcastEP.58 - Jochem van der Veer - How to manage complex customer journeys.Justin speaks with Jochem van der Veer from TheyDo - a journey management platform. They discuss customer journeys and the mistakes companies make. This conversation delves into how AI can minimise the time involved in managing complex customer journeys. Justin also gets some great insights from Jochem on being an entrepreneur and business co-founder, and managing a fully remote team.
About Jochem:
Jochem van der Veer is the co-founder & CEO of TheyDo. Before starting his latest venture, he worked as a design leader helping to transform Fortune 500 companies to be more customer-centric...
2023-12-1527 min
The People Factor#48 - Jochem van der Veer | CEO @ TheyDo Journey ManagementJochem van der Veer is the co-founder & CEO of TheyDo - a journey management platform. Before starting his latest venture, he has been working as a design leader helping to transform companies in the Fortune 500 to work more customer-centric. With a background in UX and Service Design, he’s currently helping to solve one of the biggest problems at the Enterprise-scale: systemically aligning customer needs to business impact.Shownotes00:00 - intro & context07:47 - Journey mapping14:17 - Funding and from agency to SaaS28:17 - Remote work: Superpower vs RiskLinks...
2023-12-0640 min
The CX Quantum LeapInterview Jochem van der Veer (TheyDo) on Journey Management | EPS #14For timestamps see below.Discover the Power of Journey Management 🚀Join me in the captivating conversation I had with Jochem van der Veer, Co-Founder & CEO TheyDo journeymanagement. Together we explore the fascinating world of journey management and its impact on organizations. We discuss how Journey Management can help you to: 📌 Simplify Complexity & Gain Perspective📌 Break Down Silos & Drive Collaboration📌 Extract The Right Data & Have Meaningful Impact📌 Shift Mindsets & Drive ProgressCheck out this podcast to gain valuable insights on journey management and unlock it's potential in your own organi...
2023-05-2349 minThe CX Quantum LeapInterview Danny Peters (Milkymap) on Journey Management | EPS #15For timestamps see below.Journey Management: Transforming Customer Experiences 🚀Danny Peters is Co-Founder & CEO of Milkymap. Join us in this podcast where we talk about the world of journey mapping and journey management and create true customer centricity through data modelling.Here's why you should tune in:📌 Practical applications: Learn how journey management tools can be implemented effectively📌 Driving success: Understand the success criteria for journey management implementation📌 CX transformation: Dive into the broader context of CX transformation📌 Overcoming challenges: Uncover common mistakes and challenges faced by organi...
2023-05-231h 01
NN/G UX Podcast27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)If you ask experienced UX practitioners how to stay user-centric, you’ll inevitably hear something about the importance of customer journeys. However, as teams become more mature in their UX practices, the number of journeys being tracked and analyzed has been growing, sometimes faster than teams can manage, leading to scattered and uncoordinated redesign efforts. In this episode, we hear some tips about customer journey management from Kim Salazar of NN/g and Jochem van der Veer of TheyDo, a customer journey management platform.
Learn more about the episode guests:
Kim Salazar, Senior UX Sp...
2023-04-0841 min
Service Design ShowFrom journey mapping to journey management / Jochem van der Veer / Episode #167Journey mapping is reaching its limits. Sure, journey maps and mapping work fine at a small project or team level.
But it quickly breaks down when you want to organize around the journey, at a bigger company scale. In order to do this, you need something that goes beyond mapping. But before we dig into what that is, let's look at why journey mapping breaks down:
Everyone has their way of doing it; there is no standard.
It's hard to get an overview across multiple journeys.
Identifying and prioritizing opportunities is a challenge.
Tracking progress and i...
2023-01-2649 min
Prodity: Product by DesignUser Journey Management - A Conversation with CEO Jochem van der VeerDescriptionA business is creating value for its customers. But to do that effectively, you need your whole organization aligned in creating and maintaining an excellent user experience. Having a journey-led organization allows you to have one common denominator for all teams to understand what are the priorities from the user perspective. In this episode, Kyle and Jochem discuss the benefits of being journey-led, the tools to get there, and so much more!Jochem van der VeerAs Co-Founder & CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der...
2022-12-1659 min
REALLY Know Your CustomerThe Future Of CX Is Customer Journey Management With Jochem van der VeerMeet Jochem van der Veer, Co-Founder and CEO of TheyDo. His business is based on a simple yet sometimes impossible task for large organizations: breaking down processes to make it easier for C-level executives to connect with their customers. Traditionally, small and large organizations have focused on customer journey mapping. TheyDo has a strategic focus on customer journey management, an innovative strategy that creates alignment to what the company designs versus what the customer actually experiences. This allows the organizations that Jochem and TheyDo partner with to make data-driven decisions with qualitative inputs. Betsy and Tony dive deep into this...
2022-07-1136 min
REALLY Know Your CustomerThe Future Of CX Is Customer Journey Management With Jochem van der VeerMeet Jochem van der Veer, Co-Founder and CEO of TheyDo. His business is based on a simple yet sometimes impossible task for large organizations: breaking down processes to make it easier for C-level executives to connect with their customers. Traditionally, small and large organizations have focused on customer journey mapping. TheyDo has a strategic focus on customer journey management, an innovative strategy that creates alignment to what the company designs versus what the customer actually experiences. This allows the organizations that Jochem and TheyDo partner with to make data-driven decisions with qualitative inputs.
2022-07-1136 min
CX PassportThe One Where the Journey is the Truth - Jochem van der Veer E64What's on your mind? Let CX Passport know...🎤Don't stop believin'🎵🎵🎵 and listen to "The One Where the Journey is the Truth" with Jochem van der Veer in CX Passport episode 64🎧🧭Not customer centric but Journey Centric😎How remote life created a family experience in Tulum Mexico👀Journeys should be managed like products🎨No end to end journey. It’s a collection of *many* customer journeys🤗Dad of the year!...This may be the winner to “The one item you won’t leave home...
2022-05-1034 min
Why Customers Leave with David AvrinJochem Van Der Veer Interview - Mapping the Customer JourneyWe all go on a journey when we buy products and contract for services and engage with vendors and sellers. Well, that customer journey can either be inadvertent and sporadic or, in the best of circumstances, it's intentional and designed and refined and perfected. Today on the podcast I'm talking with Jochem van der Veer about the customer journey mapping more specifically about journey management. How do you make sure that everyone on your team is on the same page and your customers can easily navigate your path?You can find Jochem at:
2022-05-0334 min
CX ConversationsHow to Manage Effective Journey Mapping | Jochem Van Der VeerToday we’re talking about mapping to management and I always like talking about journey mapping, but this has a slightly different twist and to do this I’ve got on Jochem Van Der Veer, who is currently the co-founder and CEO of TheyDo. He has a lot of experience and understanding of the whole journey mapping process and the various dynamics and angles you have to look at and understand to create a useful and productive map for your business. His background and what he does at TheyDo 0:56The continued problem with people mapping 4:53How to m...
2022-04-2823 min
All Things Considered CX with Bob AzmanJochem van der Veer, CEO TheyDoAnyone working with customer journeys will deeply resonate with the struggle to align everyone around a shared understanding of the customer experience. As Co-Founder & CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today’s increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of working. His latest SaaS venture, TheyDo, is a platform that...
2022-04-1134 min
Navigating the Customer Experience162: The Ins and Outs of Scaling Your Customer Journey Mapping with Jochem van der VeerSend us a textAnyone working with customer journeys will deeply resonate with a struggle to align everyone around a shared understanding of the customer experience. As Co-Founder and CEO of TheyDo, the customer journey management solution for enterprises, Jochem van der Veer is pushing the boundaries of modern CX management, enabling true cross-team collaboration in today's increasingly virtual world. Having worked in interaction and UX design for 10+ years, Jochem is well-versed in the power of truly walking in your customer’s shoes and passionate about helping companies transform towards a customer-centric way of...
2022-04-0520 min