HeyJaredThe Experience Edge
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.
- Indexed episodes, last 90 days
- 5
- Latest publication
- Sep 18, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 8, 2026
Latest episodes
Why Salesforce Ships First and Learns From Customers After (opens the original)
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A Salesforce design leader hasn't opened Figma in months. Her team builds first and researches after — and she says that's the right bet. Shir leads the Sales Planning design organisation within Salesforce's Sales Cloud, where her team no longer designs in Figma — they prototype and ship directly through AI coding tools instead. She and Jochem dig into what's actually shifting as design, product, and engineering roles blur together, why her team has chosen to build first and learn from real usag
Why former Kimberly-Clark CX leader isn't worried about AI taking over (opens the original)
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Most CX teams report satisfaction scores. If yours disappeared on Monday, whose week would actually break? That answer decides whether it survives AI. Rania Brand ran global CX and service design at Kimberly-Clark, where customer experience sits inside the operating model rather than beside it. In this conversation she argues that AI changes almost nothing about the CX equation — it only raises the cost of weak foundations — and explains why the teams that come through it will be the ones alread
How AI Is Reshaping Customer Journeys in Financial Service (opens the original)
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Speed without craft creates undifferentiated products. The real cost of AI acceleration in financial services is the slow erosion of what makes experiences worth building. Julia Challicom leads Customer Strategy and Design for financial services at Deloitte Digital UK, helping tier-one banks and insurers transform the way customer insight shapes business decisions. In this conversation, she and Jochem dig into the tension between top-down pressure to go faster and the ground-level reality of dat
The Weakest Link in Every Enterprise CX Data System (opens the original)
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Every CX leader can point to their data. Almost none can trace how it actually becomes a business decision. Jochem van der Veer breaks down the four-stage customer experience data lifecycle — signals, context, intelligence, and impact — that determines whether experience data ever turns into a measurable business outcome. He unpacks why behavioral data (clickstream, session recordings, product telemetry) is consistently undervalued compared to surveys, why most enterprises over-invest in signal
How Autodesk Made Journey Management an Operating System (opens the original)
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Service design promised to connect the dots. So why are service designers inside the same company still not talking to each other? Khayyam "Kai" Lasi is Journey Management Program Lead at Autodesk, where he's spent years scaling journey management from a lone title on an org chart to a company-wide operating system. In this conversation, he and Jochem get into why service design siloes itself from within, what it actually means to move from journey mapping to journey architecture, why "ownership
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