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 CX
- How teams create “local truths” that distort decision-making
- What AI actually does when your underlying structure is misaligned
- Why defining where signals live in the journey changes everything
- How shared context turns metrics into meaningful, connected insight
- When optimization becomes dangerous because the problem isn’t real
If every team is right-but the outcome is wrong-what reality is your organization actually operating in?
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