{"podcast":{"title":"The Experience Edge","slug":"the-experience-edge-7117779","podcast_index_feed_id":7117779,"rss_url":"https://anchor.fm/s/fb8746cc/podcast/rss","website_url":"https://www.theydo.com","image_url":"https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_nologo/42099467/42099467-1732013717884-94bb7fa5a8bb3.jpg","author":"Jochem van der Veer","episode_count":83,"summary":"Hosted by Jochem van der Veer, customer-obsessed founder of TheyDo, this weekly podcast dives into conversations with senior professionals, pioneers, and industry leaders at the forefront of CX. Guests openly share their experiences on customer journeys, voice of the customer, customer-centric transformation, journey management, and best practices for lasting impact.","last_synced_at":"2026-06-04T22:18:54.047221+00:00","page_url":"https://stenobird.com/podcast/the-experience-edge-7117779"},"episode":{"title":"Ep. 53 - How Philips turned customer experience into a strategic advantage - with Tina Lilje.","slug":"ep-53-how-philips-turned-customer-experience-into-a-strategic-advantage-with-tina-lilje","published_at":"2025-11-26T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-experience-edge-7117779/ep-53-how-philips-turned-customer-experience-into-a-strategic-advantage-with-tina-lilje","show_page_url":"https://stenobird.com/podcast/the-experience-edge-7117779","url":"https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--53---How-Philips-turned-customer-experience-into-a-strategic-advantage---with-Tina-Lilje-e3bfen3","audio_url":"https://anchor.fm/s/fb8746cc/podcast/play/111704227/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2025-10-25%2F413163087-44100-2-1804214f251ce.mp3","summary":"After more than 20 years at Philips, Tina Lilje knows what it takes to make customer experience more than a metric. As former Global Head of Customer Experience, she built a CX strategy across 100+ countries and 75,000 employees—connecting the dots between service, design, and leadership. In this episode, Tina and TheyDo’s Jochem van der Veer explore how healthcare is embracing AI without losing its human touch. From fixing design flaws that cost millions to turning executives into customer sponsors, Tina shares why the most successful CX strategies start with root causes, not dashboards—and why humans will always be healthcare’s most valuable premium. Guest Bio Tina Lilje is the former Global Head of Customer Experience at Philips, where she led the company’s global CX transformation across healthcare and B2B markets. Over two decades, she moved from marketing and M&A to executive CX leadership, designing a customer-first strategy spanning more than 100 countries. Known for operationalizing CX and aligning global teams around root-cause improvement, Tina now advises organizations on embedding customer-centric thinking that actually sticks. Key Takeaways Fix root causes, not symptoms: Sustainable CX impact comes from addressing systemic design flaws, not surface-level issues. AI in healthcare needs humans: Technology should enhance, not replace, human care, especially in regulated, high-stakes industries. Customer voice is the strongest lever: Bringing real customer stories into leadership discussions drives alignment and urgency. KPIs must match behavior: Incentives shape culture, customer goals only work when bonuses, priorities, and structures reinforce them. Consistency beats perfection: True CX excellence lies in reliability, authenticity, and operational foll…","meta_description":"After more than 20 years at Philips, Tina Lilje knows what it takes to make customer experience more than a metric. As former Global Head of Customer Expe…","key_points":[],"chapters":[],"topics":[],"duration_seconds":4073,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-53-how-philips-turned-customer-experience-into-a-strategic-advantage-with-tina-lilje/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-experience-edge-7117779/ep-53-how-philips-turned-customer-experience-into-a-strategic-advantage-with-tina-lilje.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}