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

Medallia helped Zurich Insurance boost customer loyalty and retention. Zurich unified its global customer experience programs on Medallia’s platform. The... company used real-time feedback, role-based reporting, and text analytics to act quickly on customer needs. Promoters now spend 27% more and are 5x less likely to leave. In Turkey, NPS rose by 20 points after improving the renewal process. Medallia’s system empowers employees and closes the loop with every customer.
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Zurich Santander used the Pega platform to digitize its claims process. The company reduced claims processing time by 30%. 65%... of customers now use digital solutions for claims. The Net Promoter Score rose by 20 points. During a major storm, Zurich Santander set up a new workflow for 7,200 event customers. Real-time monitoring helped reduce financial losses for customers.
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Qmatic Orchestra helped the Generalkonsulat von Mexico in Sacramento cut average wait times by 66%. The consulate used to have... confusing, multiple queues and long waits. With Qmatic, visitors now check in, get a ticket, and wait comfortably until called. Staff use real-time data to manage service windows and improve scheduling. The system led to a 23% increase in customers served and reduced stress for both staff and visitors.
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Salesforce helped Thames Valley Police and Hampshire & Isle of Wight Constabulary launch a self-service portal for victims. Citizens can check... case status and message officers directly. The portal led to a 15% improvement in CSAT score and £1.4M in cost avoidance. Contact center call volumes dropped by 10%. The solution was built and deployed in just 15 weeks.
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Teradata helped Vodafone Germany merge customer data from mobile, fixed line, cable, and internet services after acquiring Unitymedia. Using Teradata, Vodafone... matched 30 million mobile subscribers and 7.5 million household subscribers to identify 17 million converged households. This enabled Vodafone to quickly launch bundled offers and cross-sell opportunities on day one of the acquisition. The project accelerated business continuity and supported revenue growth through upselling and new customer acquisition.
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GCI used Netcracker to transform its business processes. The company streamlined operations and improved efficiency. Netcracker helped GCI deliver a... better customer experience. Sean Lambert, VP Application Technology at GCI, shared these results. The partnership focused on digital transformation and process improvement.
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Indicative helps Novus, a portfolio analytics platform, understand user behavior across the customer journey. Novus uses Indicative to measure feature... adoption and identify friction points. The platform lets Novus quickly iterate on product changes and monitor KPIs in real time. This leads to better customer engagement and higher retention. Novus teams can answer their own questions about product usage every day.
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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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ExperienceFellow helped the Upper Austrian Tourist Board improve tourism services. They used the tool to study guest journeys in the... Dachstein Salzkammergut and along the Danube cycle path. The team collected up to 25 touchpoints per participant and found key areas for product improvement. Insights led to better brochures and new ideas for guest engagement. The project revealed how guests move and what matters most during their stay.
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Malmaison used UpMail Solutions to improve their sales process. The hospitality group wanted to make their outreach more effective. UpMail... helped them send better proposals and emails. This made it easier for Malmaison to connect with clients. The team saw better engagement from prospects. UpMail made their sales communication faster and more professional.
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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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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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Pfizer used TheyDo to improve journey management across teams. The Customer Journey Operations Lead created small pods and regular check-ins... to keep work moving. She introduced journey management awards to encourage collaboration and experimentation. Metrics were embedded into journeys, making business outcomes visible and actionable. Senior leaders began to rely on journey management for decision-making.
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WebMD Health Services uses SundaySky to deliver personalized video content for employee wellness programs. The platform helps employees understand wellness... challenges and offers guidance for healthier habits. SundaySky enables fast, scalable video creation, making wellness programs more engaging. WebMD Health Services reports deeper engagement and better activation in their coaching solutions. The solution reduces call volume and improves member satisfaction.
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Knowesis helped paramin with audience segmentation for retail and telco. The solution included ID management and offer management. The case... focused on improving consumer engagement. No specific metrics or results were mentioned. The content highlights Knowesis' mobile engagement platform.
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Ameyo helped Zicom improve customer satisfaction with its call center suite. Zicom faced issues like no real-time quality monitoring, lack... of multi-channel support, and slow query resolution. Ameyo provided real-time agent metrics, multi-channel interaction via SMS and email, and a self-service IVR. Office hour configuration and a wallboard for management improved support quality. Zicom now delivers faster and more reliable customer service.
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Automobile. it partnered with Kaisa to improve the car buying and selling process in Italy. The platform serves over 8,500...dealerships and reaches 2.9 million unique users each month. Kaisa helped Automobile.it cater to both professional dealers and private buyers and sellers. This collaboration enhanced the automotive marketplace experience for all users.
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Progress Kendo UI, Telerik DevCraft, and Corticon helped Boston Heart Diagnostics build a user-friendly wellness portal. The portal supports patients,... providers, and dietitians with personalized diagnostics and lifestyle programs. Progress tools enabled a 40% faster development process. The solution improved patient engagement and made it easy to access information on any device. Boston Heart now delivers new features quickly and enhances patient outcomes.
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