Western Union, a global market leader for cross-currency and cross-border money movement, recently announced their collaboration with NICE, a world-leading provider of cloud and on-premises communication solutions. Western Union is now accessing excellent opportunities to improve customer experience with accelerated insight into customer journeys with the NICE Customer Journey Optimization (CJO) solution.
Currently, Western Union is responsible for facilitating digital transactions in more than 70 countries, to help move money around the globe. As one of the world’s leading brands in finance for more than 150 years, Western Union is committed to innovating for their customers and delivering exceptional experiences. The NICE solution for Customer Journey Optimisation will provide Western Union with a more comprehensive overview of the buyer experience, creating new ways to drive immersive customer satisfaction moments.
A Complete View of the Customer Journey
NICE is a global leader in providing the enterprise solutions that businesses need to make better decisions for the sake of their growth and their customers. Today, NICE is providing Western Union with a more complete view of their customer journey through the Customer Journey Optimization solution, ensuring that the company can quantify the impact of various solutions. With behind-the-scenes information, Western Union will be able to allocate their resources more effectively and improve customer retention and experience as a result.
At Western Union, customer experience continues to be a top priority for the brand. According to the Chief Customer Officer for Western Union, Stanley Yung, the NICE technology for CJO will allow the business to get greater visibility into the customer path, so that they can define, analyse, and track the process. With the support of the CJO tool, Western Union believes that it will be able to create greater efficiency within its organisation, which should lead to improved customer satisfaction overall.
For Western Union, the need to understand customers and their expectations is the underlying foundation of the brand’s digital transformation plan.
Moving into the Future with NICE
The Nice Customer Journey Optimization offering uses state-of-the-art machine learning tools to connect customer experiences into a comprehensive and cohesive picture. Powerful analytics can provide insights into every step of the customer journey, helping to identify patterns for success and unlock new opportunities for growth and customer satisfaction.
With access to new metrics, businesses can combine data and get a better view of their customers’ needs. One of the biggest challenges for many brands today is attempting to understand where common pain points are for customers. The NICE CJO solution takes non-personal data from various experience solutions to identify opportunities for improvement. According to Barry Cooper, President of the NICE Enterprise Group, Western Union will be able to identify new ways to improve the customer experience with the help of NICE CJO.
