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Case Study

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

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 20+ languages – to also engage with customers who visit digital channels. Western Union leveraged Medallia for Digital, with the full power of Medallia Experience Cloud, to get a unified view of the whole customer journey in one solution.

In just 6 months of adding a digital component to their CEM program, Western Union saw amazing results:

  • 100,000+ online feedback responses
  • Upward trend in online customer satisfaction
  • Dozens of fixes implemented to site bugs
  • Prioritization of new features assisted

Download the case study to learn how!