“If you’re not already considering all the unstructured data available to you and unifying it for decision-making, you’re already behind your competition.”
That’s the perspective Jochem van der Veer, CEO and founder of TheyDo, shared in the latest episode of the PROMISE podcast.
Jochem’s journey started in UX and service design, where he quickly realized that customer journey mapping, while insightful, often failed to translate into actionable, ongoing improvements. This led him to create TheyDo, a platform that helps businesses operationalize journey management, breaking down silos and making data-driven decisions at scale.
In this episode, Jochem shares how organizations are shifting from one-off CX projects to embedding customer journey thinking into their operational DNA. He explains how AI is transforming the way companies analyze structured and unstructured data, enabling them to connect pain points to real business outcomes. Whether it’s reducing call center costs or improving conversion rates, the key lies in using journeys as the common language between teams.
Listen to this episode if you want to learn how leading companies like Airbnb and Nissan are structuring their organizations around customer journeys—and how you can do the same. Jochem’s insights will challenge how you think about CX, data, and cross-functional collaboration.
Tune in for an inspiring discussion on the future of customer journey management!