Customer Journey and Experience Customer Deals | Implementation & Best Practices

Calabrio Workforce Management helped N-Allo manage complex, multilingual customer contact operations across five locations. N-Allo needed a flexible solution to... handle planning for hundreds of advisors serving banks, energy, and logistics clients. Their old workforce management tool was too rigid for their dynamic needs. Calabrio's platform enabled better scheduling and resource allocation. This improved service quality and future-proofed N-Allo's operations.
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Ameyo provided iVenturesPH Inc. with a contact center solution hosted in the US. The company needed a centrally managed, multi-tenant... system for multiple call centers in the Philippines. Ameyo's communications suite gave them control over IT issues and managed call flows. The solution allowed each call center to operate independently while meeting unique process needs. iVenturesPH Inc. improved service reliability and customization for its customers.
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Progress Sitefinity helped Mater Private Network build a scalable, mobile-first website for 12 locations. The new platform improved content management... and navigation. Mater Private saw a 24% increase in website referrals in one year. The site now supports over 1,000 pages and gets 550,000+ unique visitors annually. A small marketing team manages content efficiently. Enhanced SEO and security improved patient engagement.
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TheyDo helped Lufthansa Group transform customer experience management. The team moved from disconnected insights to a journey-based operating model. They... used Journey AI to analyze over 20,000 Help Center feedback entries in four minutes. This new workflow triggered action when negative feedback crossed a set threshold. Seven business units now use the shared journey management system to drive product and service decisions.
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Teradata VantageCloud on Microsoft Azure helps American Airlines manage data and analytics for business-critical operations. The airline uses the platform... to make faster decisions, reducing analysis time from up to 30 days to just 12-24 hours. During the pandemic, American Airlines used data to identify and staff new popular destinations. By 2025, the airline aims to save 50 million gallons of jet fuel, cutting costs and reducing its carbon footprint. This benefits the environment, customers, and the business.
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Qmatic Experience Cloud helped Omniva post offices create a seamless omnichannel customer experience. Omniva used the platform to manage customer... journeys and improve both customer and employee experiences. The solution included features like appointments, mobile ticketing, and resource planning. This made service faster and more efficient at Omniva locations. The new system helped reduce wait times and improved customer satisfaction.
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Smaply helped the University of Michigan School of Information Design Clinic students create a mobile app for teenage chronic patients. Students used journey... mapping and personas to identify gaps in existing medication reminder apps. They conducted interviews, focus groups, and surveys to gather user insights. The team designed a flexible medication management system with improved scheduling and user experience. Smaply enabled the team to visualize user journeys and build a solution tailored to real needs.
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ThinkSurvey helped IIM Sambalpur researchers collect high-quality survey data fast. The survey tool's demographic filters gave clean and relevant responses... for academic projects. Researchers finished studies in 7–10 days. One study got 250+ responses from 53 cities in under 10 days. Another study surveyed over 200 participants on telemedicine adoption. ThinkSurvey made it easy to reach targeted, diverse participants across India.
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inQuba Journey Orchestration with WhatsApp helped a multi-national investment and insurance company boost client engagement and portal registration. The company used... personalized WhatsApp dialogues and nudges to guide clients through onboarding. Verified WhatsApp messages increased trust and response rates. The solution achieved message read rates as high as 90% and engagement rates above 40%. This approach improved customer engagement and drove higher conversion.
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SundaySky helped Alliant Credit Union boost video creation by 75%. The team cut video costs by 36% and made 10... times more videos. Alliant used SundaySky to make videos for financial education, social media, and internal events. The platform let a small team create high-quality, branded videos fast. SundaySky made it easy to meet growing demand for video content.
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Sococo helped World Wide Technology move to a virtual office. The company needed to hire more people and work with... clients in new ways. Sococo made it easy for teams and clients to meet online from anywhere. WWT sped up its recruitment cycle by 12–24 months and hired top talent worldwide. The virtual office improved communication, saved money, and supported different work styles. Teams now connect faster, train clients remotely, and keep projects moving without delays.
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Einstein 1 Service helped Algo cut service call times by 80%. Algo used the platform to improve customer support. The... solution made service faster and more efficient. This led to big time savings for Algo's team. The case shows how AI can help IT companies serve customers better.
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Cyara Automated CX Assurance Platform helped a leading US health insurance provider speed up IVR development. The company moved from... 5-8 month deployments to 2-3 week sprints. Cyara automated functional, regression, load, and monitoring testing. System integration test time dropped by 54%. User acceptance test time dropped by 84%. Production execution time dropped by 75%. The company now runs 24x7 IVR monitoring and regular load testing.
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Tatvam helped Knoebels Amusement Resort collect and analyze guest feedback more efficiently. Before Tatvam, gathering data was slow and hard.... After using Tatvam, daily review emails saved time and made feedback easy to track. End of year summaries helped set goals for new seasons. Knoebels found great value in Tatvam's platform and support team.
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A large public sector organization had problems with data security and working together. Their Jira and Confluence setups were not... the same everywhere. ServiceRocket made things better by making the setups the same, changing how users get access, and building helpful dashboards. This made the group work better together and made reports easier. Now, they can make better decisions with the new system.
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Pega helped AbbVie automate clinical and R&D workflows. AbbVie needed a more flexible system than their old in-house request management... tool. They partnered with Pega and Accenture to build a reusable, flexible request platform. The new solution works across multiple research areas. This lets scientists focus on their mission and improves how experiment requests are managed.
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Indicative helped Dow Jones centralize and analyze behavioral data from many sources. Data analysts used Indicative’s drag-and-drop tools to build... dashboards and run deep analyses without coding. The platform broke down data silos and let teams see the full customer journey. Dow Jones now makes data-driven decisions faster and creates more personalized customer experiences.
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Knowesis used audience segmentation solutions for the retail and telco sectors. The platform offered easy setup, integration, and support. Knowesis... received help with platform customization and campaign development. The solution aimed to improve customer targeting and campaign impact. No specific results or metrics are mentioned in the content.
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Genesys Cloud CX helped Emirates NBD deliver better customer experiences at scale. The bank used Genesys to connect with customers... across channels. The solution improved efficiency in their contact center. Emirates NBD built trust and loyalty with seamless banking support. The platform enabled personalized service for their clients.
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Medallia Experience Cloud helped 3M improve its B2B distribution website. 3M used distributor feedback to guide changes after consolidating over... 1000 ERP systems. The team reduced page load times by 60%. Average satisfaction scores increased by 3 points. 3M also made many usability improvements based on customer ideas. These changes made it easier for distributors to do business with 3M.
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UpMail helped Alliance Pornic Hotel improve email communications and branding. The hotel used UpMail’s email plugin with custom templates and... content recommendations. The platform saved time and made follow-ups easier with reminders. UpMail integrated with Outlook, so staff needed no extra training. Reporting tools showed what worked best. Alliance Pornic saw a 13% increase in revenue from direct customers in just 2 months.
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