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August 14, 2019

NICE powers customer journey transformation for Western Union

Money transfer firm Western Union has collaborated with software firm NICE in a bid to increase the satisfaction of its customers.

The remittance firm will leverage the NICE Nexidia Customer Journey Optimization (CJO), which utilises machine learning to offer a holistic view of customers’ journey.

The CJO solution applies analytics to gain insights on opportunities to enhance customer satisfaction, identify patterns, along with areas of improvements.

NICE Enterprise Group president Barry Cooper said: “One of the biggest challenges when trying to achieve superior customer experience is to determine exactly where the common pain points are.

“NICE Customer Journey Optimization ingests non-personal data from various customer experience solutions and identifies opportunities for improvement.”

According to the vendor, a complete view of the customer journey through CJO will support proper resource allocation.

The ultimate objective is to improve customer retention.

Western Union chief customer officer Stanley Yung said: “At Western Union, customer experience is our top priority. NICE Nexidia Customer Journey Optimization provides innovative new technology that enables visibility into our customers’ paths in order to define, track, analyse and improve the processes.

“With the power of CJO, we are able to leverage these new capabilities to seamlessly drive efficiency within our organisation, which ultimately results in improved customer satisfaction.”


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