The Experience Edge
Episodes
Ep 69. - The Missing Link Between Data and Better Decisions - Insights
01 Apr 2026
Contributed by Lukas
In this Insights episode, Jochem van der Veer challenges the assumption that more data, dashboards, and AI naturally lead to better customer experienc...
Ep. 68 - Why Target Designs for Moments, Not Shelf Conversion - Gene Hong
25 Mar 2026
Contributed by Lukas
Gene Hong, Design Leader at Target and founder of Aperture North, brings over 25 years of experience shaping how brands translate creativity into comm...
Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience
18 Mar 2026
Contributed by Lukas
In this Insights episode, Jochem van der Veer challenges the common belief that improving customer experience requires more data, dashboards, and AI, ...
Ep. 66 - What Goldman Sachs Gets Right About experience debt - Ashana Singhania
11 Mar 2026
Contributed by Lukas
Ashana Singhania, VP Product Management at Goldman Sachs and former product leader at American Express, operates at the intersection of product, trust...
Ep. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine Nissen -
05 Mar 2026
Contributed by Lukas
Anne-Kathrine Nissen is a seasoned user experience leader who has driven customer-centric digital transformation across global brands like Airbus and ...
Ep. 65 - Power users hate magical experiences - Adam Towne
04 Mar 2026
Contributed by Lukas
Adam Towne, Director of Product for Skilled Analytics and Funds at LSEG, began his career on an 11-hour help desk shift before moving into account man...
Ep. 64 - Why product teams keep missing the real journey - Steve Cleff
25 Feb 2026
Contributed by Lukas
Steve Cleff, product design leader and founder of Prismatic Vision, has led product and design at Comcast, Barclays, and Siemens, helping global enter...
EP. 63 - How H&M aligns 79 markets around one customer journey - Anne-Kathrine Nissen
18 Feb 2026
Contributed by Lukas
Anne-Kathrine Nissen is a seasoned user experience leader who has driven customer-centric digital transformation across global brands like Airbus and ...
Ep. 62 - The CX trends that matter in 2026 - Insights 10
11 Feb 2026
Contributed by Lukas
What 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 en...
Ep. 61 - Why executives nod at journey management - and then do nothing
04 Feb 2026
Contributed by Lukas
Why executives nod at journey management - and then do nothingLeaders rarely push back on customer centricity - it sounds sensible, even obvious - yet...
Ep. 60 - Storytelling at PayPal - Lessons from Suchi - Suchitra Parikh
28 Jan 2026
Contributed by Lukas
Suchi Parikh is a creative director and storyteller with a rare blend of design craft and business fluency. After a decade at Apple leading global sal...
Ep.59 -Why CX team might be erasing the moments customers remember - Reflections 6
21 Jan 2026
Contributed by Lukas
What if removing friction is ruining your customer experience?Everyone in CX wants to make things effortless. Fast. Smooth. Seamless. But in this Refl...
Ep. 58 - Why Journey Management Is Really Organizational Design - Reflections
14 Jan 2026
Contributed by Lukas
Are journey maps just artifacts or operating systems in disguise?In this episode, Jochem reflects on his conversation with Dan Sullivan, Director of J...
Ep. 57 - CX is not a department - Charissa Riddle EA
07 Jan 2026
Contributed by Lukas
Charissa Riddle, Senior Director of Experience Design and Customer Experience Strategy and former EA executive, brings over two decades of experience ...
Ep. 56 - Why design leadership is non-negotiable at JP Morgan Chase - Martha Cotton
17 Dec 2025
Contributed by Lukas
Martha Cotton, Managing Director at JPMorgan Chase, brings 25 years of experience bridging anthropology, design, and enterprise transformation. Known ...
Ep. 55 - The Three Metrics Every CX Team Needs to Prove ROI - Jochem van der Veer
10 Dec 2025
Contributed by Lukas
Most 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 va...
Ep. 54 - What LinkedIn learned about designing memorable journeys - Sam Stern
03 Dec 2025
Contributed by Lukas
Sam Stern, Service Design Lead at LinkedIn and longtime CX thinker, joins TheyDo’s Jochem van der Veer to explore how journeys, data, and behavioral...
Ep. 54 - How Philips Turned Customer Experience into a Strategic Advantage - with Tina Lilje.
26 Nov 2025
Contributed by Lukas
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 ...
Ep. 52 - Why AI misses what customers really mean – Insights Ep. 7
19 Nov 2025
Contributed by Lukas
Can 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 t...
Ep. 51 - How CHG Healthcare builds a journey-led organization - Dan Sullivan
12 Nov 2025
Contributed by Lukas
Dan Sullivan, Director of Journey Management at CHG Healthcare, has transformed how a major healthcare company connects business outcomes to customer ...
Ep. 50 - How Microsoft is building a journey-centered operating model across customer success and experience - Raymond Otero
05 Nov 2025
Contributed by Lukas
Raymond Otero, Director of Global Customer Experience at Microsoft, bridges customer success and experience to create truly journey-centered transform...
Ep. 49 - AI Won’t Fix Broken Customer Understanding - Insights
29 Oct 2025
Contributed by Lukas
AI Won’t Fix Broken Customer UnderstandingAre you speeding past discovery and straight into irrelevance?Generative AI has made it easy to ship. Ever...
Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro
23 Oct 2025
Contributed by Lukas
Bruno Monteiro, VP and Head of Digital Experience at HealthEquity, is driving one of the boldest CX transformations in healthcare - reorganizing the c...
Ep. 48 - Bringing the Trojan horse of journey management from JP Morgan Chase to HealthEquity- Bruno Monteiro
22 Oct 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem van der Veer speaks with Bruno Monteiro, VP and Head of Digital Experience at HealthEquity, about what ...
Ep. 45 - Governance models every CX leader should know (Insights 5)
18 Oct 2025
Contributed by Lukas
Governance Models Every CX Leader Should KnowOne global staffing firm discovered they were solving the same customer problem six different ways across...
Ep. 47 - How to prove the business value of customer experience - Reflections
15 Oct 2025
Contributed by Lukas
If 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 Sta...
Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux
08 Oct 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem Van Der Veer speaks with Eric Roux, Customer Experience Director at Cisco and co‑founder of the Bosto...
Ep 45 (Audio) - Governance models every CX leader should know. - Insight 5 Audio
03 Oct 2025
Contributed by Lukas
Watch the Full Video HEREOne global staffing firm discovered they were solving the same customer problem six different ways across regions. No alignme...
Ep. 44 - Doing CX right - Stacy Sherman
01 Oct 2025
Contributed by Lukas
In 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 ...
Ep. 42 - Customer experience is everyone’s job - Blake Morgan
24 Sep 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem van der Veer sits down with Blake Morgan, customer experience (CX) futurist and author, to explore what...
Ep.41 - Retail AI with a human heart - Santos Subramanyam
17 Sep 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem Van Der Veer sits down with Santos Subramanyam, Director of Enterprise Products, CX & UX at Macy’...
Ep. 40 - Experience starts with the CFO - Bill Staikos
10 Sep 2025
Contributed by Lukas
In 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...
Best insights from top CX leaders | Highlights show
05 Sep 2025
Contributed by Lukas
In this special edition of The Experience Edge, we bring together six of our most impactful guests in one powerful narrative, tracing the journey of C...
Ep. 39 - Organizing CX around what matters. - Angelique Wyszynski
27 Aug 2025
Contributed by Lukas
In this episode, Jochem Van Der Veer is joined by Angelique Wyszynski, Global Head of Insurance Innovation and CX at HSB (Hartford Steam Boiler). With...
Why Talking to 10 Customers Beats 10,000 AI Insights - Reflections
22 Aug 2025
Contributed by Lukas
Why Talking to 10 Customers Beats 10,000 AI InsightsAre your customer insights grounded in reality - or just AI-generated guesswork?Synthetic research...
Stop Saying You Are Customer Centric - Insights Ep. 3
20 Aug 2025
Contributed by Lukas
Stop Saying You Are Customer CentricIs your company actually customer centric - or just saying it is?75% of companies claim to be customer-first. But ...
The Three Levels of Journey Thinking Every CX Team Needs - Reflections Ep. 2
15 Aug 2025
Contributed by Lukas
“Nobody’s just trying to withdraw money.”That line from the podcast episode with Nathan Zahm (Vanguard) sparked this episode - and it reveals a ...
Ep. 38 - Journey work isn’t a side hustle. - Dan Gingiss
13 Aug 2025
Contributed by Lukas
In this energizing episode of The Experience Edge, Jochem van der Veer is joined by customer experience visionary Dan Gingiss. With leadership roles a...
Beyond Journey Maps: Turning Insights into Action with Journey Management - Insights Ep. 2
08 Aug 2025
Contributed by Lukas
Journey Mapping is Dead. What comes next?Journey maps are like blueprints without builders. Beautiful and insightful - but ultimately useless unless s...
Ep. 37 - Stop selling. Start storytelling with video. - Samuel Beek
06 Aug 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem welcomes Sam Beek, Chief Product Officer at Veed, to explore the evolving landscape of video content cr...
Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1
01 Aug 2025
Contributed by Lukas
Do 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 ...
Ep. 36 - Customer experience meets business strategy - Trish Wethman
30 Jul 2025
Contributed by Lukas
In 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 funct...
The one thing killing your customer experience - Insights Ep. 1
25 Jul 2025
Contributed by Lukas
Why 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 v...
Ep. 35 - Stop listening. Start acting on insight - Brooke Sellas
23 Jul 2025
Contributed by Lukas
In 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 fr...
Ep. 34 - The future of journey management through a systems lens - Jennifer Jenkins
16 Jul 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem van der Veer speaks with Jennifer Jenkins, Head of CX Design at Scotiabank. Jennifer shares her deep ex...
Ep. 33 - Great experiences aren’t accidents, they’re engineered - Jon Picoult
09 Jul 2025
Contributed by Lukas
In this episode of The Experience Edge, Jon Picoult, author of the bestselling book From Impressed to Obsessed, shares his insights on crafting unforg...
Ep 32. Leading change through CX at Elsevier - James Munoz
02 Jul 2025
Contributed by Lukas
In this compelling episode of The Experience Edge, Jochem van der Veer is joined by James Munoz, Director of Brand and Employee Experience at Elsevier...
Ep.31 - Prove it: Vanguard’s CX Alpha playbook - Nathan Zahm
25 Jun 2025
Contributed by Lukas
In 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....
Ep. 30 - Burnout-Free Growth at Accenture Song - Tyler Andre
18 Jun 2025
Contributed by Lukas
In this insightful episode of The Experience Edge, Jochem van der Veer is joined by Tyler Andre, a CX Strategy & Design leader at Accenture Song. ...
Ep.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben Geheb
11 Jun 2025
Contributed by Lukas
In 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 c...
Ep.28 - Inside UBS With Their CXO - Allison Paine Landers
04 Jun 2025
Contributed by Lukas
In 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 lea...
Ep.27 - From Insights to Action, Not Storage - Elizabeth Knox Oates
28 May 2025
Contributed by Lukas
Elizabeth Oates is on a mission to help insight professionals go from simply being “interesting” to delivering true business impact. As the author...
Ep.26 - Customer Pain Is Your Business Case - Carolyne Gathuru
21 May 2025
Contributed by Lukas
From grassroots insights in East Africa to global strategy, Carolyne Gathuru brings a powerful voice to what it truly means to be customer-centric. As...
Ep.25 - Your Culture Starts Every Morning - Crystal D'Cunha
14 May 2025
Contributed by Lukas
Crystal 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 or...
Ep.24 - Jobs to Be Done, Actually Done - Georgiana Laudi
07 May 2025
Contributed by Lukas
From 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...
Ep.23 - Why Kindness Should Be Standard Practice - Joan Cox
30 Apr 2025
Contributed by Lukas
From building trust with vulnerable communities to redefining the role of digital in healthcare, Joan Cox leads with a deeply human approach to patien...
Ep.22 - Miracles, Not Marketing Metrics - Richard Schwartz
23 Apr 2025
Contributed by Lukas
From challenging public perceptions of the pharmaceutical industry to redefining how patient trust is built and maintained, Richard Schwartz brings a ...
Ep.21 - Redefining CX in Finance: The Human Factor - Steven Smart
16 Apr 2025
Contributed by Lukas
From redefining empathy at scale to structuring strategy around shared goals, Steven Smart brings a pragmatic and people-first approach to digital tra...
Ep.20 - Why Companies Are Building VR Training Fleets - Shanta Bodhan
09 Apr 2025
Contributed by Lukas
In this episode of The Experience Edge, Jochem van der Veer speaks with Shanta Bodhan, Associate Director of Innovation Customer Experience at Corners...
Ep.19 - Bringing Humanity Back to Leadership - Jen Burton
02 Apr 2025
Contributed by Lukas
From redefining “frontline” support to using AI for strategic insight—not replacement—Jen Burton brings a fresh, human-first perspective to CX...
Ep.18 - Scaling CX: Lessons from Netflix & Crunchyroll - Luciane Carrillo
26 Mar 2025
Contributed by Lukas
Luciane Carrillo, Head of Customer Experience at Crunchyroll and former Netflix leader, joins the podcast to reflect on 13 years shaping CX at a globa...
Ep.17 - IKEA’s Secret to Global CX Success - Martin Villanueva
19 Mar 2025
Contributed by Lukas
Martin Villanueva, Global Customer Engagement Lead at IKEA, shares insights on the evolving landscape of customer loyalty, AI-driven personalization, ...
Ep.16 - Designing for Impact: From UX to CX - Thomas Caliman
12 Mar 2025
Contributed by Lukas
Thomas Caliman, Chief Experience Officer at ADEO, shares insights on the evolving role of design and customer experience in large organizations. He di...
Ep.15 - Optimizing CX with AI Routing - Ain Chishty
05 Mar 2025
Contributed by Lukas
Ain Chishty discusses the evolution of AI in customer experience, particularly in contact centers. He highlights the importance of optimizing business...
Ep.14 - From Data to Action: CX at Uber - Daniela Carrillo
26 Feb 2025
Contributed by Lukas
In this episode, Daniela Carrillo, CX New Modalities Program Manager at Uber, shares insights into how Uber transforms customer experience (CX) throug...
Ep.13 - The Future of Banking: Digital Meets Human - Lasse Kragh Carstensen
19 Feb 2025
Contributed by Lukas
The Experience Edge speaks to, Lasse Kragh Carstensen, Head of Digital Business & Channels at Sparekassen Danmark, shares how a customer-owned ban...
Ep.12 - Insurance Companies Should Build Community - Jenni Reijonen
12 Feb 2025
Contributed by Lukas
In this episode of The Experience Edge, Jenni Reijonen shares how LocalTapiola, one of Finland’s largest insurance companies, is reshaping customer ...
Ep.11 - Un-F*ck Your Customer Experience Today - Zack Hamilton
05 Feb 2025
Contributed by Lukas
Visit www.theydo.com SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins...
Ep.10 - Transforming CX at Nissan - Jivesh Juneja
29 Jan 2025
Contributed by Lukas
Visit www.theydo.com SummaryIn this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how he’s ...
Ep.9 - How to Transform Customer Experience - Ryan Leveille
24 Jan 2025
Contributed by Lukas
Visit www.theydo.com SummaryRyan Levier draws on his experience in customer experience and service design to highlight h...
Ep.8 - Jobs To Be Done Theory for CX - Jim Kalbach
17 Jan 2025
Contributed by Lukas
Visit www.theydo.com SummaryJochem Van Der Veer and Jim Kalbach discuss the Jobs to Be Done (JTBD) framework, its integration with experience design, ...
Ep.7 - The 10-Second Customer Journey - Todd Unger
10 Jan 2025
Contributed by Lukas
Visit us at www.theydo.comSummaryIn this conversation, Todd Unger, Chief Experience Officer at the American Medical Association (AMA), discus...
Ep.6 - Frictionless CX: The Future is Here - Steven Van Belleghem
03 Jan 2025
Contributed by Lukas
Visit us at www.theydo.comSummaryJochem Van Der Veer interviews Steven van Belleghem, exploring South Korea’s unique customer experience lands...
Ep.5 - Red Cross - Redefining CX for Nonprofit Success - Andrew George
20 Dec 2024
Contributed by Lukas
Visit us at www.theydo.comSummaryIn this conversation, Andrew George, direct marketing strategist and customer experience advocate at the Canadian ...
Ep.4 - Samsung and Their Customer Centric Evolution - Deborah Honig
13 Dec 2024
Contributed by Lukas
Visit us at www.theydo.comSummaryDeborah Honig, a Global Business Executive at Samsung Electronics, shares insights into customer journeys, from...
Ep. 3 - Future-Proof Your Customer Experience - David Avrin
06 Dec 2024
Contributed by Lukas
SummaryIn this conversation, David Avrin discusses the evolution of customer experience from a product-centric to a customer-centric approach. He emph...
Ep 2. - Product is just feeding the beast - John Cutler - ex Toast, Amplitude
28 Nov 2024
Contributed by Lukas
Visit us at www.theydo.comSummaryJochem Van Der Veer and John Cutler discuss the intersection of product management and customer experience, ...
Ep 1. - Marc Fonteijn - Driving with discipline and curiosity
22 Nov 2024
Contributed by Lukas
Visit us at www.theydo.comSummaryIn this conversation, Jochem Van Der Veer interviews Marc Fonteijn, a prominent figure in the service design...