The Experience Edge

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 i...

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 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...

Dan 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 de...

Raymond 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, R...

AI Won’t Fix Broken Customer Understanding Are 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...

Bruno 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 Vee...

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 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...

Governance Models Every CX Leader Should Know One 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 Fort...

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 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,...

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 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, orc...

Watch the Full Video HERE One 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. H...

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 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 si...

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’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 hum...

In 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...

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 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 leader...

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 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 CX How to break down organizational si...

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 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, operati...

Why Talking to 10 Customers Beats 10,000 AI Insights Are 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...

Stop Saying You Are Customer Centric Is 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 e...

“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 fo...

In 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...

Journey 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 s...

In 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...

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 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 r...

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 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 redesi...