Customer Journey and Experience Customer wins | Real Customer Results Across Industries 2026

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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Qmatic Orchestra helped St. Josef’s Hospital Wiesbaden cut patient waiting times by 50%. The hospital combined three admissions desks into... one central area. Qmatic’s patient journey management solution now controls patient flow. Staff can plan more flexibly at the admissions desk. The hospital serves 25,000 inpatients and 38,000 outpatients each year.
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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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Zurich Insurance used Medallia to unify its customer experience management across countries. The platform enabled real-time feedback collection and tailored... insights for every employee. Promoters now pay 27% more in premiums and are 5x less likely to leave within a year. Zurich improved its NPS by 20 points in Turkey after acting on customer feedback. Medallia's system helps Zurich close the loop with every dissatisfied customer.
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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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United Airlines used SundaySky to upgrade its MileagePlus loyalty program. The airline replaced physical mailings with personalized video experiences. These... videos help onboard new members and celebrate tier milestones. The videos also educate corporate clients about program benefits. This digital approach increased engagement and encouraged more members to use digital tools. United Airlines improved customer experience and loyalty with targeted video content.
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AbbVie used Pega to improve how it interacts with physicians. The company needed a new marketing technology stack with a... strong decisioning engine. Pega was chosen for its business rule management and process automation. AbbVie built an AI-driven engine called AIDEN with Pega and Accenture. Early results show more flexibility, lower costs, and less manual work. AbbVie plans to expand AIDEN across its US commercial teams.
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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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Salesforce helped the Los Angeles County Public Defender digitize 107 years of paper records and consolidate 26 legacy systems into a secure cloud-based case management platform. The office, with... 1,200 employees, now manages over 140,000 client cases per year digitally. Attorneys access real-time client and case data from anywhere, improving preparation and client service. The new system streamlines legal workflows, enhances collaboration, and supports holistic representation. This transformation enables data-driven justice reform and better outcomes for residents.
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Smaply helped Deutsche Telekom drive innovation by using journey mapping and service design. The company empowered internal CX navigators to... promote a customer-centered mindset. Teams dedicated 30% of their time to service design projects. This approach led to positive feedback and cultural change. Deutsche Telekom won the Service Design Network award for systemic and cultural change.
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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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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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