Real-World Case Studies and Customer Success Stories with TheyDo

Lufthansa Group used TheyDo to transform customer journey management. They replaced disconnected canvases with real-time journey dashboards. Teams analyzed over... 20,000 Help Center feedback entries using Journey AI, clustering results in minutes. A new KPI-driven workflow now triggers action when negative feedback spikes. Seven business units adopted the shared journey framework, improving product decisions and service planning.
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PostNL used TheyDo to centralize journey management and design thinking. Teams adopted a 'journey factory' method to reduce conflicting processes... and improve collaboration. This approach led to measurable benefits, including higher NPS and cost savings. Nine journey teams now focus on customer experience using TheyDo. The platform helps map journeys, track benefits, and connect feedback to the right teams.
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Jumbo used TheyDo’s Journey Management to solve fragmented data issues. Product teams now join earlier in the process, helping them... spot opportunities and align on priorities. Meetings improved in quality, with teams focusing on the most impactful changes. Jumbo mapped 30 main journeys and empowered journey specialists to drive customer-centric improvements. They track effectiveness using conversion rates, customer satisfaction, and effort scores.
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TheyDo helped bol. com, a leading online retailer, combine big and small data to better understand its 36,000 partners. The...B2B team used TheyDo to organize workshops and create need-based partner profiles. This approach revealed new insights into partner needs and improved alignment across teams. TheyDo enabled bol.com to centralize insights, making it easier to prioritize actions and deliver a better partner experience.
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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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Kimberly-Clark Professional used TheyDo to improve their customer experience strategy. They moved from fragmented tools to a single platform for... journey mapping. This helped teams align, share insights, and collaborate better. The pilot focused on marketing and sales process improvements. After success, TheyDo was adopted for global journey management and governance. This change made decision-making faster and improved cross-team connections.
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Essent used TheyDo to align teams and service partners on customer needs for green energy products. Jasper van Heusden and... his team built personas and mapped customer journeys to guide platform development. TheyDo helped Essent avoid opinion-based decisions by focusing on real customer insights. The platform accelerated the launch of energiewonen.nl, a new service for solar panel buyers. Essent now manages multiple propositions with a single source of truth for customer experience.
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TheyDo helped Manitoba Public Insurance use customer journey data to guide business decisions. The CX team identified and prioritized opportunities... for improvement using a reliable insight repository. They created a Customer Experience Impact Pyramid to address issues at different levels. Employees now have less individual burden and avoid repeating work. Business actions are more effective and directly informed by customer feedback.
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TheyDo helped Van Lanschot break down silos and boost collaboration. Teams now use journey-centric tooling to map customer journeys and... spot new opportunities. Management saw the value in aligning around customer feedback. The platform made it easy to prioritize solutions that impact both business and clients. Everyone, from peers to executives, now speaks the same language about customer experience.
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VEMT used TheyDo to shorten its sales cycle by 40%. Before using TheyDo, VEMT's clients needed to see solutions in... action, which slowed down sales. With TheyDo, VEMT quickly visualizes customer journeys and shows where its CX & Loyalty platform adds value. This helps clients understand solutions faster and makes meetings more productive. The team also saves time during implementation and program management.
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TheyDo helped NCR scale journey management across its enterprise. NCR used TheyDo to connect product development, customer experience, and operations... teams. The platform enabled mapping and linking of opportunities and solutions across multiple customer journeys. Teams from different departments could easily access and use journey management tools. NCR’s service design team used TheyDo to drive product innovation and improve customer experience. TheyDo made it easier for NCR to identify opportunities and manage solutions at scale.
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Vinted used TheyDo and Journey AI to organize years of user research data. The team needed to improve their checkout... process and make research insights accessible. Journey AI helped them quickly map user journeys and highlight key pain points. This saved months of manual work and made insights visible to all teams. Vinted now uses these tools to support business expansion and focus on user experience.
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Randstad used TheyDo to align teams and improve the candidate journey across 39 countries. The company wanted to deliver a... consistent user experience on its digital platform. TheyDo helped Randstad's marketers and designers work together around the candidate journey. The decision-making process became faster, reducing meetings to just one virtual session. Teams could test ideas locally and implement them globally, making it easier to focus on what candidates need.
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