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Blog Archives

Western Union: Using Digital Feedback to Power a Multi-Channel Customer Experience

Written on November 16, 2017 at 9:57 pm

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Western Union offers one of the easiest ways for families, friends and businesses to send money and stay connected almost anywhere in the world, in 2016, the company moved over $80 billion dollars for consumer and business clients. The company wanted to broaden its’ CX program – which was running in 50+ countries and in  Continue Reading »

Western Union’s World-Class Customer Experience: Combining OCEM & Powerful Digital VoC

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Written on October 31, 2017 at 8:36 pm

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How can you consistently strive to improve customer experience across multiple properties? And maintain the same level of satisfaction across different cultures and millions of users? In this exclusive webinar, Rachel Gelman shares her experience of singlehandedly managing an omnichannel CX management technology to improve conversion rates, reduce calls to customer care and gain a  Continue Reading »

Is Empathy Enough? How Companies Build More Authentic Relationships with Customers

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Written on July 7, 2017 at 4:56 pm

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Empathy is a great way for companies to connect with customers, but exercising it can be incredibly taxing for frontline employees, often leading to burnout and turnover. One effective approach to countering these negative outcomes is to pair empathy with empowerment. Companies that have done this have seen benefits for customers and employees alike.

Cutting Risk and Uncertainty with Customer Feedback

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Written on March 3, 2017 at 4:54 pm

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Every insurance policy is rooted in an insurers’ ability to make sense of the risk using the best information at their disposal. The fewer data points companies use to base their underwriting decisions, the more likely they are to misjudge the exposures. This principle holds true when it comes to understanding customers and key business  Continue Reading »

Medallia Digital

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Written on October 20, 2016 at 5:04 am

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Medallia Digital helps companies capture feedback across emerging web and mobile channels, engage customers with compelling digital experiences, and keep pace with customers’ constantly changing behaviors. Purpose-built for digital users, Medallia Digital is a native component of the Medallia platform, providing deep analytics across a unified view of the customer experience.

2016 Medallia Benchmark

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Written on May 16, 2016 at 9:05 pm

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Download the 2016 Benchmark to reveal the latest trends in CEM, understand their impact on your revenue, and become a customer experience leader.

Western Union: Making Customer Centricity a Necessity

Written on January 21, 2016 at 9:28 pm

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“At Western Union, we believe that our brand stands for customer trust, reliability, and delivering on a promise. By focusing on our customer experience across the organization, we can reinforce that brand promise. It’s that simple.” — David Thompson, Chief Technology Officer, Western Union In 2014, Western Union processed 255 million global consumer-to-consumer transactions and  Continue Reading »

What Millennials Want in a Banking Experience

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Written on November 18, 2015 at 9:46 pm

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Millennials have become the largest generation in the U.S., and their purchasing power is only increasing. What can banks do to win their business and their loyalty? Check out these new research findings to hear the answer straight from the mouths of millennials themselves.

Exploring the Retail Bank of the Future With Bain & Company’s Mark Schofield

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Written on November 5, 2015 at 11:25 pm

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The way people bank is changing. And it’s changing fast. Navigating the shift is no easy task. Not only do banks need to transition their branch-based sales and service model to the new world, but they simultaneously need to deliver experiences that delight their customers through the right combination of personal service and mobile access.  Continue Reading »

Virtual Book Club with Brett King, Author of Bank 3.0

Written on November 5, 2014 at 11:48 pm

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Join us and Brett King, author of Bank 3.0, and learn about the impact of great customer experiences in the financial services industry, and get answers to your lingering questions.