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Case Study: Western Union Holdings, Inc. improves online and mobile user experience and cuts errors with IBM Tealeaf analytics
A IBM Case Study
Online and mobile user experiences improved with site analytics solution
Western Union Holdings Inc, a global money-movement and payment services provider, needed to improve digital user experiences as competition in financial services grew. To understand why customers abandoned transactions and to streamline online and mobile flows, Western Union turned to IBM and its site-analytics/customer experience tools, including IBM ExperienceOne and the IBM Tealeaf CX suite.
IBM implemented a customer experience management and site analytics solution (IBM ExperienceOne, IBM Tealeaf CX, Tealeaf CX Mobile, cxImpact, cxOverstat, cxView) to capture, segment and visualize customer journeys and apply goal-based segmentation to prioritize high-conversion links and redesign the interface. As a result, Western Union reduced errors from customers attempting to reregister existing accounts, cut password validity errors, and gained automated alerts to recurring user-problems—improving online and mobile conversion and supportability through IBM’s insights.
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