The Experience Edge

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 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 L...

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 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 i...

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 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 provi...

In 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 im...

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, 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-f...

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. 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 t...

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. 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, whi...

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 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 execu...

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 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 a...

Elizabeth 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 o...

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 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 b...

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 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 th...

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 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 n...

From 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 repl...

From 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....

From 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, Ste...

In 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 reimagini...

From 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 o...

Luciane 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 team...

Martin 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. Mar...

Thomas 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 ex...

Ain 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...

In 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-t...

The 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. Lass...

In 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 ab...