Case Study: Van Lanschot Kempen improves cross-team collaboration with TheyDo

Van Lanschot Kempen aligns teams and speaks the same language with TheyDo

Van Lanschot Kempen, a banking and financial services firm, faced a significant challenge with internal collaboration, as teams were working in silos without a unified view of the customer experience. To address this, they implemented journey-centric tooling from the vendor TheyDo, which provided a platform to visually map customer journeys and identify key opportunities for improvement from the client's perspective.

By using TheyDo as an opportunities hub, Van Lanschot was able to align teams across the organization, from peers to C-level executives, creating a shared language and greatly improving collaboration. The solution enabled them to quickly generate and prioritize impactful opportunities, revealing connections across journeys and setting the stage for implementing effective solutions. While specific quantitative metrics were not provided, the results included breaking down silos and creating a more customer-centric organization.

Van Lanschot Kempen