Why Your CX Feels Broken (and How Journey Orchestration Fixes It) - Reflections Ep. 1

Do you really need to “break the silos” to fix customer experience?In this video, Jochem Van Der Veer (TheyDo CEO) unpacks why that common advice is flawed - and shares Alison Landers’ (Chief Experience Officer at UBS) smarter approach: it’s not about breaking silos, it’s about orchestrating across them.Drawing on Alison’s experience leading CX at UBS, Wells Fargo, and Prudential, this episode reveals how journey orchestration helps organizations coordinate at scale and finally deliver seamless experiences customers actually feel.What You’ll Learn: • Why silos aren’t the enemy — and why orchestration is the smarter goal • How customer experience cuts across channels, products, and divisions by design • Why lack of coordination leads to disconnected journeys customers notice instantly • The three pillars of Journey Orchestration • How naming journey owners and building cross-functional alignment unlocks value • Lessons from UBS, Wells Fargo, and Prudential on scaling CX transformationCheck out the full podcast episode with Alison Landers here.Join the conversation:What’s one experience in your company that’s broken because no one owns the “in between”?Follow Jochem on LinkedInExplore Journey Management with TheyDo:#CustomerExperience #JourneyOrchestration #CXStrategy #BusinessSilos #TheyDo #CustomerJourney #CXLeadership #CrossFunctional #DigitalTransformation