{"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. 71 - Why Omnichannel Is Slowing AI Adoption in Enterprises","slug":"ep-71-why-omnichannel-is-slowing-ai-adoption-in-enterprises","published_at":"2026-04-15T07:37:08+00:00","page_url":"https://stenobird.com/podcast/the-experience-edge-7117779/ep-71-why-omnichannel-is-slowing-ai-adoption-in-enterprises","show_page_url":"https://stenobird.com/podcast/the-experience-edge-7117779","url":"https://podcasters.spotify.com/pod/show/experienceedge/episodes/Ep--71---Why-Omnichannel-Is-Slowing-AI-Adoption-in-Enterprises-e3hudtp","audio_url":"https://anchor.fm/s/fb8746cc/podcast/play/118486393/https%3A%2F%2Fd3ctxlq1ktw2nl.cloudfront.net%2Fstaging%2F2026-3-15%2F422108394-44100-2-43fba703d23f.mp3","summary":"Over the past decade, many companies pursued omnichannel by adding touchpoints rather than designing continuity. The result is fragmented data, repeated customer effort, and teams optimizing for channels instead of journeys. In this environment, AI becomes a high-speed engine running on incomplete context. The real shift isn’t about better models, but about building shared, journey-level context — where aligned data, KPIs, and language turn AI from a surface tool into a system-wide capability that reshapes how organizations understand and act on customer reality. In this episode: Why adding AI to fragmented journeys increases cost instead of reducing it How “more channels” became the false proxy for omnichannel maturity What journey-level context actually means — and why AI depends on it When cross-functional KPIs outperform channel optimization How shared experience language makes both teams and AI effective What it takes to turn AI from a responder into a true context engine If AI is only as good as the context it operates in, what does your organization actually enable it to understand? Follow Jochem on LinkedIn: https://www.linkedin.com/in/jochemvanderveer Learn more about Journey Management with TheyDo: https://www.theydo.com #CustomerExperience #JourneyManagement #ServiceDesign #CXStrategy #DigitalTransformation #AIinBusiness #OrganizationalDesign #CustomerJourneys #DataStrategy #ExperienceDesign #BusinessTransformation #CustomerCentricity #OperatingModel #DecisionMaking","meta_description":"Over the past decade, many companies pursued omnichannel by adding touchpoints rather than designing continuity. The result is fragmented data, repeated c…","key_points":[],"chapters":[],"topics":[],"duration_seconds":505,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-experience-edge-7117779/episodes/ep-71-why-omnichannel-is-slowing-ai-adoption-in-enterprises/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-71-why-omnichannel-is-slowing-ai-adoption-in-enterprises.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}