Connecting the dots: From siloed data to business-changing decisions

“Over 80% of business leaders claim they are customer-centric. But when you ask the customers if they agree... only 3% do,” says Jochem van der Veer, CEO & Co-Founder of TheyDo. In this live webinar, he teams up with Senior Product Manager Lucile Cazenave to explore what it really takes to become customer-centric.

“You can’t deliver outcomes for the customer and the business if you only have customer insights, or if you only are looking at your KPIs. You need both perspectives,” Van der Veer explains. In this session, they introduce the Data Hub — a new way forward for connecting data, aligning teams around the journey, and continuously closing the loop between insight and action. With built-in AI-powered experience mining, teams can quickly spot patterns, surface pain points, and uncover opportunities grounded in real customer input.

The session also includes an early look at Pulse, TheyDo’s journey-level analytics view, which makes it easier to monitor progress and prioritize what matters most.

Whether you're juggling disconnected tools or spinning in circles trying to align teams, the Data Hub gives you one clear source of truth so you can stop second-guessing and start making confident, customer-led decisions.

Here’s how it works in practice:

1. You’re drowning in data, but starving for insight

The average enterprise collects thousands of data points every day: support calls, surveys, NPS scores, app events, interview transcripts. And still, it’s not enough to act on. “The best intent is there,” Van der Veer says, “but data and decisions live in different silos.” Each team interprets the data differently based on its own tools, KPIs, and objectives.

“We don’t need more data. We need a way to bring it together and use it,” Cazenave adds. The Data Hub lets teams ingest and process data in bulk, then organize it around the customer journey to create a single shared context for decision-making.

2. Insight mining turns chaos into clarity

TheyDo’s experience mining capability helps teams extract structured insights fast. No more sticky notes or spreadsheets.

In the demo, Cazenave walks through a realistic use case: tackling customer churn. She uploads a batch of support transcripts, and within minutes, the platform extracts quotes, surfaces themes, and generates a journey grounded in real feedback.

“This is pretty amazing,” Cazenave says. “We used to spend hours going through transcripts and surfacing quotes. Now, it’s just a few clicks — and it’s your real data, not made up by AI.”

3. Stop chasing friction. Prioritize what actually matters

Not all pain points are created equal. Van der Veer demonstrates how experience mining prioritizes issues based on scope and severity. In one journey focused on debit card activation, the system surfaces a clear front-runner: delivery delays.

One hundred thirty-four quotes. One hundred forty-nine feedback sources. Nine interviews. One high-impact problem. “Not all data is relevant,” Van der Veer says. “What matters is what’s rising to the top: What’s actionable.”

With scoring based on volume, sentiment, and source diversity, teams can stop guessing and start solving what matters most.

4. Bring the business into the journey with Pulse

Pulse is TheyDo’s new journey-level analytics view. It’s designed to give teams a real-time snapshot of how customer experience is evolving across journeys.

While journey maps show the steps, Pulse highlights what’s changing: Which insights are trending? Where is pain increasing or decreasing? What’s been fixed, and what hasn’t?

“What Pulse will help you do is get a very quick view of what’s going on in your journeys: what’s changed, what’s trending, what’s been fixed, and what hasn’t,” Van der Veer explains.

Whether you're leading a product initiative or reporting to the C-suite, Pulse makes it easier to connect customer insights to business outcomes.

5. From insight to action without losing momentum

Insights alone won’t drive change. They have to lead to action. That’s why TheyDo integrates with tools like Jira (and soon, Linear), so teams can push prioritized opportunities directly into delivery workflows and track progress.

“It’s not just about highlighting what customers are saying,” Cazenave notes. “It’s about organizing that input in a way that helps you act on it right away.”

Automations will soon close the loop, ensuring journey data stays fresh and relevant without added manual effort.

6. Journey management isn’t just a map. It’s your operating system

Journey management is more than mapping. It’s how modern teams align around the customer. With the Data Hub, experience mining, and Pulse, organizations can finally move from:

• Scattered feedback → Clear journeys

• Unused data → Prioritized action

• Guesswork → Aligned strategy

Bottom line? “It’s not about replacing anyone,” Van der Veer says. “It’s about helping people get started faster, structure their thinking, and make better decisions.”

Wrap-up: From disjointed data to joined-up decisions

Customer-centricity doesn’t just happen because you say it does. It takes structure, visibility, and shared context across the business. And now, there’s a way to do it.

The Data Hub brings structure to scattered insights. Experience mining turns noise into clarity. Pulse shows you what’s changing and what to do next.

Together, these capabilities move journey management from a theoretical ideal to a practical engine for better decisions and better outcomes.

Ready to connect the dots between your data and decisions? Watch the full webinar below:

Webinar timestamps

• 00:00 Welcome & introductions

• 02:13 What to expect: Data Hub, experience mining, and a sneak peek

• 03:49 The hidden cost of siloed data and decisions

• 08:58 Journey management = Experience Intelligence

• 10:23 Live demo: Data Hub

• 19:06 Live demo: Experience mining

• 27:22 What’s next for Data Hub

• 32:20 Sneak peek: Pulse

• 35:55 Q&A

• 55:44 Wrap-up and goodbye