Customer Journey and Experience Customer wins | Real Customer Results Across Industries 2025

UnitedHealthcare wanted to make healthcare onboarding and claims processing easier for their members. They used SundaySky's... video platform to create interactive and personalized videos. These videos helped members understand their benefits and use digital tools. As a result, UnitedHealthcare saw more members using digital tools, higher satisfaction scores, and fewer care calls. The platform also helped them work faster and organize content easily.
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Ameyo provided a flexible customer service solution for a client who needed customization as their organization grew. The client wanted... a system that could adapt to their changing business needs. Ameyo worked closely with the client to understand their requirements and programmed the call center software accordingly. The solution helped the client manage customer service more efficiently. The case highlights Ameyo's ability to deliver tailored customer service software.
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The City of Clearwater wanted to improve employee morale and customer service. They upgraded to... the Genesys Cloud platform. This led to a 108% improvement in call answer rates in two weeks. Abandoned calls dropped from 53% to 3%. The average speed of answer was 82% faster than nearby providers. Employee turnover fell from 40% to zero. Customer complaints and escalations decreased significantly.
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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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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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Calabrio ONE helped Twilio achieve a 546% ROI after switching to the platform. Twilio Flex and... Calabrio ONE work together to give full flexibility and deep customer experience analytics. The solution lets Twilio use customer interaction data to make better business decisions. Managers can engage employees and improve customer service with workforce optimization tools. The platform supports personalized customer interactions and strong brand protection.
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TheyDo helped VEMT shorten its sales cycle by 40%. VEMT used TheyDo's... Journeys to show clients how their CX & Loyalty solutions improve customer journeys. This made it easier for clients to see value fast. VEMT's CEO says the tool is easy to use and helps close deals quicker. The team also saves time during implementation and program management.
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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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ThinkSurvey helped Aarti Singh, a PhD scholar at IIM Sambalpur, collect data for a study on telemedicine adoption. The platform reached... 212 participants from Tier 1 and Tier 2 cities who had used telemedicine. The survey gathered insights on awareness, experience, ease of use, and data sharing concerns. The results helped answer key questions about telemedicine behavior in India. The platform fit the researcher's budget and timeline.
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Tatvam helped Georgia Aquarium improve guest experience by analyzing visitor feedback from online reviews and social media. The aquarium used... Tatvam to identify overcrowding as the main issue affecting satisfaction. They made changes to manage crowds and monitored results with Tatvam. Over nine months, visitor satisfaction scores increased, negative reviews about crowding dropped, attendance rose by 20%, and revenue grew by 15%.
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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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Kotak Mahindra Bank uses Salesforce to improve customer experiences. They unified lead... management and loan processes. This helps approve loans faster and cross-sell better. They also created a 360-degree customer view. This makes service seamless across products. Salesforce helped them consolidate 12 systems into one platform. This transformation took eight months.
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Medallia helped 3M improve their B2B distribution website. 3M used Medallia... to collect feedback from distributors. They made changes to their global platform based on this feedback. In the first year, page load times dropped by 60%. Customer satisfaction scores rose by about 3 points. 3M transformed key workflows using Medallia insights.
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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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Sitefinity helped Mater Private Network build a scalable, mobile-first website for 12 locations. The new platform... made content updates easy for a small marketing team. Security and compliance improved. The site now has over 1,000 pages and supports 550,000 unique visitors and 2 million page views each year. Referrals through the website increased by 24% in one year.
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