“Your tech stack should empower your customer experience—structure it intentionally or risk inefficiency.”
That’s the perspective Jons Janssens, founder of Conway & Co., shared in the latest episode of the PROMISE podcast.
With nearly 20 years of experience founding startups and leading digital transformations at brands like PostNL and Ace & Tate, Jons has seen firsthand how technology should serve a company’s customer-centric vision rather than exist as an isolated goal. At Conway & Co., he helps consumer brands design digital ecosystems that drive commercial success while eliminating friction for both customers and employees.
In this episode, Jons explains why digital transformation should never be pursued for its own sake, but as a means to achieving true customer-centricity. He introduces the concept of Conway’s Law—which states that an organization’s communication structures inevitably shape its technology—and illustrates how internal silos often result in fragmented customer experiences. He also emphasizes the importance of foundational digital fitness as a prerequisite for AI readiness.
Key insights from our conversation:
- The two paths companies take when building tech: adopting rigid SaaS solutions or tailoring software to fit their business model.
- Why AI won’t replace humans, but will reshape workflows by automating tedious tasks and unlocking new efficiencies.
- How digitally mature brands use data, technology, and customer obsession to create scalable, high-impact experiences.
If you’re a CX leader, digital executive, or someone looking to future-proof your customer experience strategy, this episode is a must-listen.
Tune in now to learn how Jons and his team at Conway & Co. are helping brands break down silos, align technology with customer needs, and prepare for an AI-driven future.