The one thing killing your customer experience - Insights Ep. 1

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 Learn:

• Why silos aren't the enemy - and why “breaking them” is the wrong goal

• The 4 hidden costs of poor cross-functional coordination:

• How journey-centric orchestration helps teams work smarter, not harder

• Real-world lessons from companies like Lufthansa on aligning product, UX, and service

• Why journey management beats cosmetic fixes like NPS and UI tweaks

Join the conversation:

Where are your teams misaligned - and what would it take to fix it?

Follow Jochem on LinkedIn

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