Ep. 49 - AI Won’t Fix Broken Customer Understanding

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The Experience Edge

Jochem van der Veer

56 episodes

1 week ago

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.

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Ep. 49 - AI Won’t Fix Broken Customer Understanding - Insights

The Experience Edge

12 minutes 45 seconds

2 weeks ago

Ep. 49 - AI Won’t Fix Broken Customer Understanding - Insights

AI Won’t Fix Broken Customer Understanding

Are you speeding past discovery and straight into irrelevance?

Generative AI has made it easy to ship. Everyone can prototype, design, and launch faster than ever. But faster doesn’t mean better, and skipping discovery is a mistake teams keep making.

In this episode, Jochem Van Der Veer (CEO of TheyDo) challenges the illusion of progress AI creates, and shows why the real return on investment lies in how we use AI for discovery - not delivery.

What You’ll Learn:

• Why skipping discovery leads to false confidence and wasted effort

• The overlooked ROI of AI: freeing time for deeper customer understanding

• How a scratched-up skate shoe saved Lego and what that means for your product strategy

• The limits of AI in research: where human insight still matters most

• A shift in mindset: from shipping more to learning faster

Follow Jochem van der Veer on LinkedIn

Learn more about Journey Management with TheyDo