The Experience Edge
By Jochem van der Veer
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Category: Marketing
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Episodes: 81
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.
| Episode | Date |
|---|---|
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Ep. 73 - Rethinking Empathy In High Stakes Moments
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Apr 29, 2026 |
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Ep 72 - Why AI Needs Journey Context to Actually Work
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Apr 22, 2026 |
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Ep. 71 - Why Omnichannel Is Slowing AI Adoption in Enterprises
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Apr 15, 2026 |
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Ep. 70 - What Warner Bros Discovery Gets Right About CX
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Apr 08, 2026 |
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Ep 69. - The Missing Link Between Data and Better Decisions - Insights
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Apr 01, 2026 |
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Ep. 68 - Why Target Designs for Moments, Not Shelf Conversion - Gene Hong
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Mar 25, 2026 |
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Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience
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Mar 18, 2026 |
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Ep. 66 - What Goldman Sachs Gets Right About experience debt - Ashana Singhania
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Mar 11, 2026 |
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Ep. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine Nissen -
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Mar 05, 2026 |
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Ep. 65 - Power users hate magical experiences - Adam Towne
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Mar 04, 2026 |
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Ep. 64 - Why product teams keep missing the real journey - Steve Cleff
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Feb 25, 2026 |
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Ep. 62 - The CX trends that matter in 2026 - Insights 10
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Feb 11, 2026 |
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Ep. 61 - Why executives nod at journey management - and then do nothing
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Feb 04, 2026 |
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Ep. 60 - The storytelling skill business leaders underestimate - Suchitra Parikh
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Jan 28, 2026 |
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Ep.59 -Why CX team might be erasing the moments customers remember - Reflections 6
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Jan 21, 2026 |
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Ep. 58 - Why Journey Management Is Really Organizational Design - Reflections 5
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Jan 14, 2026 |
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Ep. 57 - CX is not a department - Charissa Riddle EA
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Jan 07, 2026 |
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Ep. 56 - Design that sticks - Martha Cotton
|
Dec 17, 2025 |
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Ep. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der Veer
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Dec 10, 2025 |
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Ep. 54 - What LinkedIn learned about designing memorable journeys - Sam Stern
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Dec 03, 2025 |
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Ep. 53 - How Philips turned customer experience into a strategic advantage - with Tina Lilje.
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Nov 26, 2025 |
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Ep. 52 - Why AI misses what customers really mean – Insights Ep. 7
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Nov 19, 2025 |
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Ep. 51 - How CHG Healthcare builds a journey-led organization - Dan Sullivan
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Nov 12, 2025 |
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Ep. 50 - How Microsoft is building a journey-centered operating model across customer success and experience - Raymond Otero
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Nov 05, 2025 |
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Ep. 49 - AI Won’t Fix Broken Customer Understanding - Insights
|
Oct 29, 2025 |
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Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro
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Oct 23, 2025 |
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Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro
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Oct 22, 2025 |
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Ep. 45 - Governance models every CX leader should know (Insights 5)
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Oct 18, 2025 |
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Ep. 47 - How to prove the business value of customer experience - Reflections
|
Oct 15, 2025 |
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Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux
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Oct 08, 2025 |
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Ep 45 (Audio) - Governance models every CX leader should know. - Insight 5 Audio
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Oct 03, 2025 |
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Ep. 44 - Doing CX right - Stacy Sherman
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Oct 01, 2025 |
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Ep. 42 - Customer experience is everyone’s job - Blake Morgan
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Sep 24, 2025 |
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Ep.41 - Retail AI with a human heart - Santos Subramanyam
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Sep 17, 2025 |
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Ep. 40 - Experience starts with the CFO - Bill Staikos
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Sep 10, 2025 |
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Best insights from top CX leaders | Highlights show
|
Sep 05, 2025 |
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Ep. 39 - Organizing CX around what matters. - Angelique Wyszynski
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Aug 27, 2025 |
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Why Talking to 10 Customers Beats 10,000 AI Insights - Reflections
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Aug 22, 2025 |
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Stop Saying You Are Customer Centric - Insights Ep. 3
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Aug 20, 2025 |
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The Three Levels of Journey Thinking Every CX Team Needs - Reflections Ep. 2
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Aug 15, 2025 |
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Ep. 38 - Journey work isn’t a side hustle. - Dan Gingiss
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Aug 13, 2025 |
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Beyond Journey Maps: Turning Insights into Action with Journey Management - Insights Ep. 2
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Aug 08, 2025 |
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Ep. 37 - Stop selling. Start storytelling with video. - Samuel Beek
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Aug 06, 2025 |
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Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1
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Aug 01, 2025 |
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Ep. 36 - Customer experience meets business strategy - Trish Wethman
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Jul 30, 2025 |
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The one thing killing your customer experience - Insights Ep. 1
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Jul 25, 2025 |
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Ep. 35 - Stop listening. Start acting on insight - Brooke Sellas
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Jul 23, 2025 |
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Ep. 34 - The future of journey management through a systems lens - Jennifer Jenkins
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Jul 16, 2025 |
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Ep. 33 - Great experiences aren’t accidents, they’re engineered - Jon Picoult
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Jul 09, 2025 |
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Ep 32. Leading change through CX at Elsevier - James Munoz
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Jul 02, 2025 |
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Ep.31 - Prove it: Vanguard’s CX Alpha playbook - Nathan Zahm
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Jun 25, 2025 |
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Ep. 30 - Burnout-Free Growth at Accenture Song - Tyler Andre
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Jun 18, 2025 |
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Ep.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben Geheb
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Jun 11, 2025 |
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Ep.28 - Inside UBS With Their CXO - Allison Paine Landers
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Jun 04, 2025 |
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Ep.27 - From Insights to Action, Not Storage - Elizabeth Knox Oates
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May 28, 2025 |
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Ep.26 - Customer Pain Is Your Business Case - Carolyne Gathuru
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May 21, 2025 |
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Ep.25 - Your Culture Starts Every Morning - Crystal D'Cunha
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May 14, 2025 |
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Ep.24 - Jobs to Be Done, Actually Done - Georgiana Laudi
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May 07, 2025 |
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Ep.23 - Why Kindness Should Be Standard Practice - Joan Cox
|
Apr 30, 2025 |
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Ep.22 - Miracles, Not Marketing Metrics - Richard Schwartz
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Apr 23, 2025 |
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Ep.21 - Redefining CX in Finance: The Human Factor - Steven Smart
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Apr 16, 2025 |
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Ep.20 - Why Companies Are Building VR Training Fleets - Shanta Bodhan
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Apr 09, 2025 |
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Ep.19 - Bringing Humanity Back to Leadership - Jen Burton
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Apr 02, 2025 |
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Ep.18 - Scaling CX: Lessons from Netflix & Crunchyroll - Luciane Carrillo
|
Mar 26, 2025 |
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Ep.17 - IKEA’s Secret to Global CX Success - Martin Villanueva
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Mar 19, 2025 |
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Ep.16 - Designing for Impact: From UX to CX - Thomas Caliman
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Mar 12, 2025 |
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Ep.15 - Optimizing CX with AI Routing - Ain Chishty
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Mar 05, 2025 |
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Ep.14 - From Data to Action: CX at Uber - Daniela Carrillo
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Feb 26, 2025 |
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Ep.13 - The Future of Banking: Digital Meets Human - Lasse Kragh Carstensen
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Feb 19, 2025 |
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Ep.12 - Insurance Companies Should Build Community - Jenni Reijonen
|
Feb 12, 2025 |
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Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton
|
Feb 05, 2025 |
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Ep.10 - Transforming CX at Nissan - Jivesh Juneja
|
Jan 29, 2025 |
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Ep.9 - How to Transform Customer Experience - Ryan Leveille
|
Jan 24, 2025 |
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Ep.8 - Jobs To Be Done Theory for CX - Jim Kalbach
|
Jan 17, 2025 |
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Ep.7 - The 10-Second Customer Journey - Todd Unger
|
Jan 10, 2025 |
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Ep.6 - Frictionless CX: The Future is Here - Steven Van Belleghem
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Jan 03, 2025 |
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Ep.5 - Red Cross - Redefining CX for Nonprofit Success - Andrew George
|
Dec 20, 2024 |
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Ep.4 - Samsung and Their Customer Centric Evolution - Deborah Honig
|
Dec 13, 2024 |
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Ep. 3 - Future-Proof Your Customer Experience - David Avrin
|
Dec 06, 2024 |
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Ep 2. - Product is just feeding the beast - John Cutler - ex Toast, Amplitude
|
Nov 28, 2024 |
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Ep 1. - Marc Fonteijn - Driving with discipline and curiosity
|
Nov 22, 2024 |