How to transform customer experience

In the latest episode of the Experience Edge, TheyDo CEO, Jochem van de Veer, had the pleasure of speaking with Ryan Levier, an innovation and customer experience leader with over 15 years of experience working with Fortune 500 companies like Coca-Cola, GE, and Amtrak. Ryan’s passion for service design, cross-functional collaboration, and customer-centric transformation took center stage as he shared his journey and key lessons.

Here’s why you don’t want to miss this episode:

1. Empathy as a Differentiator: Ryan emphasizes the critical role empathy plays in both personal growth and professional success, describing it as a key to building stronger relationships with customers, teams, and even C-suite executives.

2. Bridging Business and Design: Ryan shares actionable advice on how customer experience professionals can speak the language of the business, connecting customer insights to financial impact and gaining executive buy-in.

3. Transforming Amtrak’s Brand Vision: Discover how Ryan helped Amtrak shift its identity from a transportation company to a hospitality-driven organization, using strategic foresight and co-creation workshops with cross-functional teams.

4. Micro-Moments vs. Moments That Matter Most: Ryan explains the subtle yet vital difference between these two types of customer interactions and how addressing both can create transformational brand experiences.

5. Overcoming Innovation Debt: Learn how Ryan navigates legacy challenges and cultural resistance within large organizations, turning small wins into lasting change.

If you want to hear the entire conversation, watch the podcast with Ryan and Jochem on The Experience Edge.

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