Punk CX: Customer Experience Insights with Adrian Swinscoe Without context, an insight is worth nothing - Interview with Jochem van der Veer of TheyDo
Jun 26, 2025
Jochem van der Veer, Co-Founder and CEO of TheyDo, dives into the world of journey management, emphasizing its role in crafting seamless customer experiences. He discusses the pitfalls of data overload and the lack of collaboration among departments in decision-making. They explore the necessity of engaging leaders directly with customers to foster satisfaction and a customer-centric culture. The conversation highlights the evolving significance of journey mapping, revealing how it can drive business success when approached thoughtfully.
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Journey Mapping Isn't The End
- Journey mapping alone is not the goal; it must lead to action and decision-making.
- Many journey maps are flat and remain unused, causing them to be dismissed as "office art."
Define Journeys By Customer Wins
- Customer journeys should be defined by the moments customers feel they've accomplished something.
- This aligns with the Jobs to Be Done framework but requires nuance on journey scope.
Silos And Structured Data Limits
- Companies are siloed, with teams optimizing their own KPIs, limiting cross-department collaboration on customer data.
- Over-reliance on structured data misses the "why" behind customer behavior, hindering real insight.