Customer Journey and Experience Client Stories | Industry adoption & Deployment Successes

Vodafone Oman used Genesys Cloud CX to transform its contact center. The company shifted 70% of customer interactions to digital... channels. It launched new telesales programs and improved WhatsApp support. Vodafone Oman achieved a sales conversion rate of over 15%. It now holds the top NPS in the Oman telecom market. Automated workforce management helped optimize staffing and reduce costs.
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Telenet, Belgium's largest cable broadband provider, expanded its partnership with Netcracker to unify B2C and B2B systems on a single digital platform. The project migrates... SME and enterprise customers from legacy systems to Netcracker Digital BSS, covering revenue, commerce, and service management. This consolidation aims to streamline operations, reduce complexity, and enable faster innovation. Telenet expects improved efficiency and better customer service for both consumer and business clients. The transformation supports Telenet's long-term growth and modernization goals.
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collaborationroom. ai used Cyara's testRTC and watchRTC tools to improve their WebRTC testing and monitoring. Before Cyara, their team spent...weeks manually load testing and troubleshooting, which slowed releases and frustrated agents. With Cyara, testing cycles dropped from weeks to hours, and troubleshooting now takes minutes instead of hours. The team can now spot bugs and network issues faster, optimize their application, and deliver better customer satisfaction.
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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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Polyuno built Vox BI's website on WordPress using a detailed Figma design. The team delivered a pixel-perfect site with a... dynamic video hero and tabbed home sections. Every section matched the original design and passed a full internal QA review. The site is fully responsive and works smoothly on all devices. Vox BI now has a polished online presence that matches its brand standards.
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Pega Platform helped Zurich Santander cut claim resolution time by 30%. 65% of customers now use the new digital claims... process. Net Promoter Score for claims rose by 20 points. The company integrated Pega with legacy systems for real-time claim tracking. During a major storm, Zurich Santander used Pega to guide 7,200 affected customers and reduce losses.
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ThinkSurvey helped researchers at top IITs in India collect primary data for academic studies. The platform provided targeted participant panels... and fast turnaround, delivering 300 responses per wave for a social media study and 200 responses in under 10 days for an employee engagement study. Researchers used custom filters to reach relevant respondents from diverse backgrounds. ThinkSurvey’s survey software ensured high-quality, reliable data for research and academic needs.
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Tatvam helped Knoebels Amusement Resort improve guest feedback collection and analysis. 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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ServiceRocket helped a major public sector organization fix data security and teamwork issues in Jira and Confluence. The team cleaned... up user groups and roles, making access safer. They set up standard workflows and dashboards for better reporting. The agency cut workflows and custom fields by 50%. Teams now work together more easily and leaders get better data for decisions.
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Experian used SundaySky to boost subscription upgrades and improve customer satisfaction. They targeted free trial users with videos explaining upgrade... benefits. Premium account holders received videos showing how to use more features. The video-powered experiences helped educate customers and drive engagement. This approach aimed to increase conversions and satisfaction.
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Banco Bradesco used Teradata VantageCloud on Azure to unify and harmonize complex, siloed data from multiple card systems. This migration enabled... trusted data governance and improved analytics for credit risk and customer personalization. Teams now access a single source of truth, supporting AI-driven insights and better customer service. Bradesco leverages integrations with Salesforce, SAS, and H2O.ai for CRM and hyper-personalization. The result is more valuable, reliable data that helps deliver tailored financial products to millions of clients.
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STBY used mobile ethnography to study Dutch food habits for a government-backed project. The goal was to understand how people... in the Netherlands view healthy and sustainable food. STBY recruited 32 participants and guided them through workshops and a four-week app-based reporting process. The project collected 750 detailed reports, revealing a gap between knowledge and willingness to change eating habits. The research provided deep insights into food choices and sustainability attitudes.
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UpMail helped The Doyle Collection improve proposal efficiency and sales communication quality. The London sales team used UpMail to create... branded templates and streamline workflows. This led to faster responses, higher proposal quality, and consistent messaging across all hotels. Company-wide adoption followed, with detailed usage tracking and reporting. UpMail now ensures every sales email matches the brand's luxury image, reducing lost opportunities.
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Ameyo provided iVenturesPH Inc. with an inbound and outbound contact center solution. The company needed a centrally managed, multi-tenant system... for multiple call centers in the Philippines. Ameyo's communications suite was hosted in the US data center, giving full IT control and supporting unique call flows for each center. The solution enabled reliable, customizable services and simplified IT management for iVenturesPH Inc.
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Lyreco used TheyDo to fix fragmented customer journey mapping. Teams had many versions and no shared system. They created a... single journey framework tied to OKRs and KPIs. Each country now adapts the framework locally. Quarterly reviews and training built a culture of collaboration. Over 80 contributors across 5 pilot countries now use journey management daily.
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Qmatic Orchestra helped Westfriesgasthuis, a Dutch hospital, remove service counters and cut waiting lines. Patients now check in at self-service... terminals and see their status on digital screens. Staff greet patients, enter data, and take samples in one step. The hospital improved patient flow and communication. Real-time data and digital signage made the experience smoother for 450 daily visitors.
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