Case Study: Van Lanschot Kempen achieves cross-team journey alignment with TheyDo

How journey-centric tooling turned Van Lanschot into an opportunities hub

Van Lanschot, a financial services company, faced a significant internal challenge with teams working in silos, which hindered collaboration and a unified view of the customer experience. To address this, the company partnered with the vendor TheyDo, implementing their journey management tooling to break down these barriers and connect customer experience with business goals.

The solution from TheyDo provided an opportunities hub that enabled Van Lanschot's teams to visually map customer journeys, identify pain points, and prioritize impactful solutions across the organization. The key results included fostering a shared language from peers to C-level executives, greatly improving collaboration and alignment. Using TheyDo, the company was able to generate numerous opportunities and is now beginning to implement the solutions that flow from them.

Van Lanschot Kempen

Mustafa Gurel

Customer Experience Specialist