Ep. 67 - Insights 11 - How CX metrics can hide a broken customer experience

In this Insights episode, Jochem van der Veer challenges the common belief that improving customer experience requires more data, dashboards, and AI, revealing instead how a lack of shared context across teams leads to misaligned decisions. While organizations optimize performance using advanced analytics and AI-driven insights, they often operate on different versions of reality, creating fragmented customer journeys and inconsistent outcomes. As AI accelerates decision-making at scale, this misalignment becomes a critical risk, making shared context-not more data-the true foundation for effective customer experience strategy.In this video:Why fragmented context-not lack of data-is the real bottleneck in CXHow teams create “local truths” that distort decision-makingWhat AI actually does when your underlying structure is misalignedWhy defining where signals live in the journey changes everythingHow shared context turns metrics into meaningful, connected insightWhen optimization becomes dangerous because the problem isn’t realIf every team is right-but the outcome is wrong-what reality is your organization actually operating in?Follow Jochem on LinkedIn:Learn more about Journey Management with TheyDo:#CustomerExperience #JourneyManagement #ServiceDesign #CXStrategy #OrganizationalDesign #DecisionMaking #AIinBusiness #CustomerInsights #BusinessTransformation #ProductStrategy #ExperienceManagement #DataStrategy #Leadership #DigitalTransformation