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The Experience Edge

Jochem van der Veer
Customer Experience
Customer Centricity
Digital Transformation
Technology
Voice Of the Customer
Service Design
Artificial Intelligence
Brand Innovation
Retail Strategy
Content Marketing
Membership Growth
Marketing
American Medical Association
The 10 Second Customer Journey
Jobs To Be Done
Customer-Centricity
Innovation
Experience Design
Transformation
Journey Management

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.

PublishesTwice weeklyEpisodes55Foundeda year ago
Number of ListenersCategories
MarketingBusiness

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Artwork for The Experience Edge

Latest Episodes

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 “expe... more

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 issu... more

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 Fred... more

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... more

Key Facts

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Recent Guests

Eric Roux
Customer Experience Director at Cisco and co-founder of the Boston Blockchain Association
Cisco
Episode: Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux
Stacy Sherman
Award-winning thought leader and influencer in customer experience, with over 25 years of leadership experience at major brands.
Doing CXRite
Episode: Ep. 44 - Doing CX right - Stacy Sherman
Blake Morgan
Renowned customer experience futurist and author of three influential books on customer experience.
Author and CX Expert
Episode: Ep. 42 - Customer experience is everyone’s job - Blake Morgan
Santos Subramanyam
Director of Enterprise Product, CX and UX at Macy's
Macy's
Episode: Ep.41 - Retail AI with a human heart - Santos Subramanyam
Gia Laudi
Expert who has worked with over 100 tech companies and conducted over 1500 customer interviews.
Forget the Funnel
Episode: Why Talking to 10 Customers Beats 10,000 AI Insights - Reflections
Dan Gingiss
International keynote speaker and customer experience expert
Episode: Ep. 38 - Journey work isn’t a side hustle. - Dan Gingiss
Samuel Beek
CPO at veed.io, experienced in scaling video platforms and building intuitive tools for creators.
veed.io
Episode: Ep. 37 - Stop selling. Start storytelling with video. - Samuel Beek
Alison Landers
Chief Experience Officer at UBS
UBS
Episode: Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1
Trish Wethman
Former Chief Customer Officer at Best Egg
Best Egg
Episode: Ep. 36 - Customer experience meets business strategy - Trish Wethman

Host

Jochem van der Veer
Host focused on customer experience and journeys, with a background as the founder of TheyDo.

Reviews

4.8 out of 5 stars from 26 ratings
  • Episode 5 is gold!

    Muszę się podzielić! Ep.5: Mega inspirujący odcinek o podejściu Kanadyjskiego Czerwonego Krzyża do Customer Experience (CX), o przenikaniu się CX z Marketingiem i o budowaniu wartościowego doświadczenia dla Filantropów, którzy wspierają Czerwony Krzyż…

    Absolutne złotko i miód na moje wolontariackie serducho!

    Apple Podcasts
    5
    Mira Jurecka
    Poland9 months ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Audience feedback underscores the quality of guests and their real-world experiences, enhancing the overall learning experience for listeners.
Listeners appreciate the actionable insights shared by industry leaders and the depth of knowledge on customer experience strategies.
The conversations are often highlighted for their focus on practical implementation, providing valuable guidance for professionals looking to improve CX.

Chart Rankings

How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.

Talking Points

Recent interactions between the hosts and their guests.

Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux
Q: How do you balance metrics with genuine customer engagement in customer experience?
It's important to not get lost in metrics alone but to understand the context of those metrics and focus on cultivating relationships with customers.
Ep. 46 - How to align sales and CX in high-touch Enterprise environments - Eric Roux
Q: What does aligning sales and customer experience mean to you?
Aligning sales and customer experience involves understanding customer needs, working as a united front, and ensuring that both departments complement each other to achieve the same goals.
Ep.41 - Retail AI with a human heart - Santos Subramanyam
Q: Where do you go next?
I like to say we want to champion this as we keep moving forward and create more influence and visibility across the board.
Ep.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben Geheb
Q: How should we give them tools to quantify their impact?
Focus on creating a business case that maps CX initiatives to measurable business outcomes and engage in regular evaluation of how these initiatives drive growth and decrease costs.
Ep.29 - CX is a function, VML’s Global Chief Experience Strategy Officer on Strategy and AI - Ben Geheb
Q: How do you get teams from looking at the data and presenting these great ideas on paper to actually a business leader moving them forward?
Engage relevant stakeholders early in the process, show the importance of collaboration, and focus on achieving small wins that can demonstrate value.

Audience Metrics

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Frequently Asked Questions About The Experience Edge

What is The Experience Edge about and what kind of topics does it cover?

The podcast features insightful conversations centered around customer experience (CX) and transformation. It highlights discussions with industry leaders and experts who share practical strategies for understanding and improving customer journeys, emphasizing the crucial interplay between customer insights and business strategy. Topics such as the role of AI in enhancing customer interactions, journey management, and fostering cross-departmental collaboration are frequently explored, aiming to equip listeners with actionable knowledge to drive meaningful change in their organizations. This podcast is particularly unique in its blend of expert interviews and real-world case studies, making it a valuable resource for professionals focused on... more

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Which podcasts are similar to The Experience Edge?

These podcasts share a similar audience with The Experience Edge:

1. The CX Cast
2. The Daily
3. Planet Money

How many episodes of The Experience Edge are there?

The Experience Edge launched a year ago and published 55 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on The Experience Edge?

Recent guests on The Experience Edge include:

1. Eric Roux
2. Stacy Sherman
3. Blake Morgan
4. Santos Subramanyam
5. Gia Laudi
6. Dan Gingiss
7. Samuel Beek
8. Alison Landers

To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.

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