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Case Study

Western Union: Making Customer Centricity a Necessity

“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 over $85 billion of principal between consumers. The Customer Care Experience is a critical touchpoint in every transaction — and the company is on a journey to transform it.

Learn how, through an investment in people, process and technology, Western Union has proven the impact of transformational customer experience, with wins such as:  

  • 23% increase in customer satisfaction in 2015
  • Significant cost savings in just 6 months