Case Study: Lufthansa Group turns journey management into a system of record with TheyDo

Lufthansa Group turns 20,000 feedback entries into journey actions in 4 minutes with TheyDo

Lufthansa Group faced the challenge of disconnected customer insights that were failing to drive action; their findings were dying in workshops and initiatives felt like one-off projects. They needed a scalable way to continuously connect insight to action across their complex airline ecosystem. To solve this, they turned to the vendor TheyDo and its AI Journey Management Platform.

TheyDo provided a journey-based operating model with a shared taxonomy, turning journeys into living tools for decision-making. The solution enabled Lufthansa to quickly analyze over 20,000 customer feedback entries in minutes and trigger actionable processes, leading to clear opportunity roadmaps. The measurable impact was a new, outcome-driven workflow adopted by seven business units, which changed how leadership engaged and funded projects based on visible results.

Lufthansa Group