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

Page: https://stenobird.com/podcast/the-experience-edge-7117779/ep-67-insights-11-how-cx-metrics-can-hide-a-broken-customer-experience
Text version: https://stenobird.com/podcast/the-experience-edge-7117779/ep-67-insights-11-how-cx-metrics-can-hide-a-broken-customer-experience.md
Podcast: [The Experience Edge](https://stenobird.com/podcast/the-experience-edge-7117779)
Published: 2026-03-18T06:00:00+00:00
Episode link: https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--67---Insights-11---How-CX-metrics-can-hide-a-broken-customer-experience-e3gj3k3
Audio file: https://anchor.fm/s/fb8746cc/podcast/play/117066819/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-2-17%2F420215294-44100-2-9ec4495ddbeaa.mp3
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JSON: https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-67-insights-11-how-cx-metrics-can-hide-a-broken-customer-experience
Duration seconds: 629

## Resource

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? 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

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## Transcript

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