{"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.59 -Why CX team might be erasing the moments customers remember - Reflections 6","slug":"ep-59-why-cx-team-might-be-erasing-the-moments-customers-remember-reflections-6","published_at":"2026-01-21T06:00:00+00:00","page_url":"https://stenobird.com/podcast/the-experience-edge-7117779/ep-59-why-cx-team-might-be-erasing-the-moments-customers-remember-reflections-6","show_page_url":"https://stenobird.com/podcast/the-experience-edge-7117779","url":"https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep-59--Why-CX-team-might-be-erasing-the-moments-customers-remember---Reflections-6-e3drsl1","audio_url":"https://anchor.fm/s/fb8746cc/podcast/play/114208865/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-0-19%2F416388152-44100-2-d9179ad48a462.mp3","summary":"What if removing friction is ruining your customer experience? Everyone in CX wants to make things effortless. Fast. Smooth. Seamless. But in this Reflections episode, Jochem explores a provocative idea from his conversation with Sam Stern (Service Design Lead at LinkedIn): not all friction is bad - some friction creates memory, meaning, and better decisions. We unpack the difference between good friction and bad friction, with real examples from LinkedIn, Enterprise Rent-A-Car, IKEA, nightclubs, and Todd Unger’s work at the AMA. The goal isn’t to eliminate all effort - it’s to design effort where it matters most. In this video: Why some friction helps customers think clearly and choose better How friction creates emotional contrast and memorable moments When organizational drag ruins customer experience The 4 types of customer journeys and how friction plays a role How to tell if your friction serves the customer - or your org Follow Jochem on LinkedIn: @jochemvanderveer Learn more about Journey Management with TheyDo: https://www.theydo.com #CustomerExperience #FrictionDesign #JourneyManagement #CXStrategy #ExperienceDesign #ServiceDesign #DecisionMaking #EmotionalDesign #OrganizationalDrag #MemoryDesign #CustomerCentricity #BehavioralDesign #ExperienceArchitecture #SamStern #TheyDo","meta_description":"What if removing friction is ruining your customer experience? Everyone in CX wants to make things effortless. Fast. Smooth. Seamless. But in this Reflect…","key_points":[],"chapters":[],"topics":[],"duration_seconds":826,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-59-why-cx-team-might-be-erasing-the-moments-customers-remember-reflections-6/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-59-why-cx-team-might-be-erasing-the-moments-customers-remember-reflections-6.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}