Case Study: NCR scales Journey Management with TheyDo

NCR scales journey management across 35,000+ employees with TheyDo

NCR, a major provider of enterprise technology for banking, retail, and hospitality, faced the challenge of scaling its journey management practice across its large, 35,000-employee organization. The goal was to move beyond simply mapping hundreds of customer journeys to discovering opportunities for improvement and facilitating a cultural shift that involved teams beyond just service design and product. To address this, NCR implemented the journey management platform from vendor TheyDo.

Using TheyDo, NCR was able to bring product development, customer experience, and customer operations teams together to holistically view end-to-end customer journeys. The solution enabled them to map opportunities and solutions across multiple journeys and scale this interconnected, journey-centric way of working throughout the enterprise. As a result, TheyDo empowered NCR to make customer journeys the centerpiece that drives product innovation and customer experience, with more departments organizing their work and responsibilities around the journeys mapped within the platform.

NCR