Hosted by Jochem van der Veer · 🇺🇸 US · EN · 84 episodes
Established thought leaders with verified media credentials.
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.
Jochem van der Veer hosts The Experience Edge, a business show with 84 episodes published.
Your teams are drowning in customer data but can't act on it. Here's a 5-level framework that makes the customer journey your operating system. IN THIS EPISODE Why another dashboard won't fix your customer data problem H
Your CX pitch lands with practitioners but dies with CEOs. Here's the messaging framework that fixes it. IN THIS EPISODE Why CX leaders keep pitching the wrong message to the wrong room — and how to diagnose it How to ta
Is empathy a staffing choice or a design decision? We often assume that emotionally charged moments demand a human touch. This episode challenges that instinct. In a world where AI is always available, always calm, and i
Mark Smith and Raymond Gerber, former competitors turned co-founders of the Institute for Journey Management, join Jochem van der Veer to unpack how enterprise CX is evolving in the age of AI. Drawing on decades of exper
Over the past decade, many companies pursued omnichannel by adding touchpoints rather than designing continuity. The result is fragmented data, repeated customer effort, and teams optimizing for channels instead of journ
Katie Duncan, former CX leader at Warner Bros. Discovery, joins The Experience Edge to unpack what it actually takes to operationalize customer experience inside complex, high-growth media organizations. Drawing from sca
In this Insights episode, Jochem van der Veer challenges the assumption that more data, dashboards, and AI naturally lead to better customer experience decisions. The real issue isn’t visibility - it’s the absence of sha
Gene Hong, Design Leader at Target and founder of Aperture North, brings over 25 years of experience shaping how brands translate creativity into commercial success. Leading a $770M portfolio, Gene operates at the inters
In this Insights episode, Jochem van der Veer challenges the common belief that improving customer experience requires more data, dashboards, and AI, revealing instead how a lack of shared context across teams leads to m
Ashana Singhania, VP Product Management at Goldman Sachs and former product leader at American Express, operates at the intersection of product, trust, and regulation. Having led zero-to-one launches and large-scale plat
Anne-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 m
Adam Towne, Director of Product for Scaled Analytics and Funds at LSEG, began his career on an 11-hour help desk shift before moving into account management and ultimately product leadership. Now building analytics and A
Steve Cleff, product design leader and founder of Prismatic Vision, has led product and design at Comcast, Barclays, and Siemens, helping global enterprises move beyond feature factories toward experience-led growth. In
Anne-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 m
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 end. Autonomous agents. Self-driving journeys. Overnight transformation.
Why executives nod at journey management - and then do nothing Leaders rarely push back on customer centricity - it sounds sensible, even obvious - yet that agreement is often exactly where journey management quietly sta
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 sales content, she now serves as Director of Storytelling at PayPal, wher
What 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 conversa
Are 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 managemen
Charissa 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
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The Experience Edge is hosted by Jochem van der Veer. The show is categorised under business (marketing) and has published 84 episodes.
The Experience Edge has published 84 episodes.
The Experience Edge regularly covers business, marketing. It sits in the business category, with a marketing focus.
The Experience Edge is accessible for guests with genuine business expertise. A personalised, episode-aware pitch will still outperform a generic one every time.
The Experience Edge hasn't explicitly signalled guest openness in recent episodes. That doesn't rule out pitching. your hook just needs to be especially compelling and relevant to their recent content.
Episodes of The Experience Edge average 34 minutes. a focused format where a clear narrative arc and tight preparation matter most.
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