Case Study: Manitoba Public Insurance improves customer experience decisions with TheyDo

Manitoba Public Insurance improves CX decisions with TheyDo and 1,900 employees aligned on a trusted source of truth

Manitoba Public Insurance, a provincial auto insurer, faced challenges in making high-impact customer experience decisions due to a lack of trusted data. They struggled to confidently identify who was affected by an issue, where it occurred in the customer journey, and to what degree. The vendor, TheyDo, provided its journey management platform to help overcome these obstacles.

By implementing TheyDo, Manitoba Public Insurance developed a Customer Experience Impact Pyramid to prioritize its backlog based on potential customer impact. The solution provided a reliable source of truth, allowing them to trace opportunities back to data and address root causes. This resulted in more effective actions, improved employee well-being by reducing individual burden, and informed decisions for future state journeys. TheyDo enabled the company to base its roadmap and backlog on customer-validated opportunities.

Manitoba Public Insurance