See Similar Results in Your Industry?
These are just a few examples. We’ve helped dozens of organizations across industries achieve similar — or better — outcomes.
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Proven Results
No matter your organization’s size, industry, or go-to-market model (B2C, B2B, B2B2C, and more!), we can show you how we’ve used journey mapping to reduce friction, improve experiences, and drive better results. Whether you lead marketing, operations, product, or CX, we’ve almost certainly helped someone in your shoes at a company a lot like yours—so if you don’t see your exact scenario, talk with us and we’ll connect the dots.
Backed by 20+ years of McorpCX enterprise transformations
Real, measurable results across industries
Confidential case details – no obligation to explore
Case Studies
Increased same-customer loan volume 11% in 12 months
Client: Commercial Real Estate Lender
Challenge: Revenue growth constrained by friction in the lending journey.
Approach:
- Mapped end-to-end commercial lending journey
- Aligned customer journeys with Six Sigma process work
- Prioritized and fixed high-friction handoffs and steps
Results:
- Higher satisfaction and repeat engagement
- More efficient lending process and throughput
- Increased same-customer loan volume 11%
Impact: Turned journey maps into a backbone for continuous process improvement.
Cut service touchpoints 37% while improving upgrade experience
Client: Global Software Leader
Challenge: Complex B2B upgrade journeys driving cost and confusion.
Approach:
- Mapped key customer and partner upgrade journeys
- Consolidated and simplified redundant touchpoints
- Redesigned communications and support moments
Results:
- 37% reduction in total touchpoints
- 20%+ projected savings in touchpoint creation and management
- Greater rates of customer satisfaction and likely to recommend
Impact: Used journey maps to lower cost-to-serve while improving the experience.
Reduced partner-driven service complexity across regions
Client: Fortune 100 Telecom Provider
Challenge: Inconsistent experiences across multi-partner service delivery.
Approach:
- Mapped end-to-end service journeys across regions
- Exposed breakdowns at partner and handoff points
- Standardized playbooks for key service moments
Results:
- More predictable experiences across markets
- Fewer escalations and rework in service flows
- Higher customer satisfaction with service interactions
Impact: Made journey maps the shared “single source of truth” for all partners.
Improved CX while simplifying multi-partner real estate journeys
Client: Market-Leading Real Estate Developer
Challenge: Complex, fragmented experiences across buyers, brokers, and partners.
Approach:
- Mapped journeys spanning internal teams and partners
- Identified high-impact, high-friction stages
- Streamlined steps and clarified ownership
Results:
- Simpler, more coordinated customer experience
- Reduced confusion and handoffs in key stages
- Faster deal closing, and greater deal closing rates
Impact: Used journey mapping to strip out complexity and focus on value.
Lifted launch engagement and support for a diabetes therapy
Client: Global Life Sciences Company
Challenge: Low patient adherence and underperforming launch experience.
Approach:
- Mapped patient, HCP, and caregiver journeys
- Identified friction in onboarding and refill support
- Redesigned education and support touchpoints
Results:
- Higher engagement with support programs
- Improved adherence and persistence on therapy
- Stronger HCP confidence in patient support
Impact: Shifted from channel-centric launch to journey-led engagement.
Embedded journey-led CX across multiple pharma franchises
Client: Top-10 Pharmaceutical Company
Challenge: Fragmented CX efforts across brands and markets. (Click to expand)
Approach:
- Developed journey frameworks for key franchises
- Standardized CX metrics and taxonomies by journey
- Prioritized improvements at scale across brands
Results:
- More consistent experiences across products
- Clearer visibility into journey performance
- Better prioritization of CX investments
Impact: Made journeys the organizing lens for CX decisions enterprise-wide.
Increased donor value by aligning brand and experience
Client: Leading Non-Profit Organization
Challenge: Brand promise outpacing real donor and member experiences.
Approach:
- Mapped join, engage, and renew donor journeys
- Identified gaps between promise and delivery
- Redesigned key touchpoints and communications
Results:
- Higher perceived value among donors
- Improved renewal and upgrade behavior
- Clearer story from brand to experience
Impact: Used journeys to connect brand strategy with day-to-day delivery.
Improved account-opening experience and satisfaction
Client: Regional Community Bank
Challenge: Assumption-driven CX and clunky account-opening journey.
Approach:
- Mapped current account-opening and service journeys
- Contrasted internal beliefs with customer realities
- Simplified steps and clarified digital vs. branch roles
Results:
- Faster, smoother account-opening experience
- Higher satisfaction with early relationship stages
- Fewer drop-offs during onboarding
Impact: Turned a critical first journey into a competitive advantage.
Boosted engagement across the employee lifecycle
Client: Multi-Site Employer
Challenge: Siloed HR programs and inconsistent employee experiences.
Approach:
- Mapped recruiting, onboarding, and development journeys
- Identified critical “moments that matter” for employees
- Realigned communications, manager actions, and tools
Results:
- Improved new-hire engagement and clarity
- Stronger support at key transition points
- More consistent experience across locations
Impact: Used employee journeys to focus EX efforts where they matter most.