The Experience Edge

Visit ⁠⁠⁠www.theydo.com⁠⁠⁠ SummaryIn this episode of The Experience Edge, Zack Hamilton, a seasoned CX leader and retail strategist, joins us to explore the future of customer experience. From his unique journey from retail to SaaS, Zack shares insights on the rise of Journey Pods, the fall of NPS, and how focusing on customer lifetime value can transform businesses. With unfiltered advice and act...

Visit ⁠⁠www.theydo.com⁠⁠ Summary In this episode of The Experience Edge, Jivesh Juneja, Customer Journey Director at Nissan, shares how he’s reshaped customer experience for over 500 million annual visitors. Discover how Nissan shifted from product-centric to customer-focused strategies by streamlining operations with the Try, Buy, Use framework. They leveraged data to enhance customer journeys an...

Visit ⁠⁠⁠⁠⁠ www.theydo.com⁠⁠⁠⁠⁠ Summary Ryan Levier draws on his experience in customer experience and service design to highlight how building relationships with C-suite executives drives innovation. At Amtrak, he transformed the company’s focus from transportation to hospitality, using data and insights to improve service design and address challenges like train delays. Ryan emphasizes the impor...

Visit www.theydo.com Summary Jochem Van Der Veer and Jim Kalbach discuss the Jobs to Be Done (JTBD) framework, its integration with experience design, and its application in understanding user needs. Jim emphasizes the importance of precision and complementary techniques in JTBD, explaining how it enhances traditional methods like journey mapping. They explore the hierarchy of target jobs, the sig...

Visit us at ⁠⁠⁠www.theydo.com Summary In this conversation, Todd Unger, Chief Experience Officer at the American Medical Association (AMA), discusses his journey in transforming the organization to focus on growth through customer experience. He emphasizes the importance of understanding the target customer, creating a compelling brand proposition, and the role of digital transformation in achievi...

Visit us at ⁠⁠www.theydo.com Summary Jochem Van Der Veer interviews Steven van Belleghem, exploring South Korea’s unique customer experience landscape, the role of AI, robotics, and government in digital innovation. They discuss personalized automation, redefining human interactions, friction hunting, emotional connections, and the leadership needed to foster customer trust and loyalty in a fast-c...

Visit us at ⁠www.theydo.com Summary In this conversation, Andrew George, direct marketing strategist and customer experience advocate at the Canadian Red Cross, shares strategies for optimizing donor engagement through journey mapping, empathy-driven communication, and blending traditional metrics with attitudinal data. He highlights the importance of collaboration across teams, empowering donors,...

Visit us at ⁠www.theydo.com⁠ Summary Deborah Honig, a Global Business Executive at Samsung Electronics, shares insights into customer journeys, from mobile ordering to digital banking. She highlights the role of technology in enhancing user experience, reflects on both positive and negative interactions, and explores the challenges brands face in delivering consistent online and offline experience...

Summary In this conversation, David Avrin discusses the evolution of customer experience from a product-centric to a customer-centric approach. He emphasizes the importance of understanding changing customer expectations and balancing business needs with customer desires. Avrin advocates for compassionate capitalism, where profitability and customer satisfaction coexist. He also highlights challen...

Visit us at ⁠⁠www.theydo.com⁠ Summary Jochem Van Der Veer and John Cutler discuss the intersection of product management and customer experience, emphasizing the importance of customer centricity and aligning business strategies with customer perspectives. They explore the challenges of siloed departments, the role of leadership in fostering a customer-centric culture, and the need for situational...

Visit us at ⁠⁠www.theydo.com⁠ Summary In this conversation, Jochem Van Der Veer interviews Marc Fonteijn, a prominent figure in the service design community, discussing the evolution of service design, the importance of community, and the challenges faced by service designers today. They explore the dual nature of service design—commercial versus philosophical—and the ethical responsibilities that...