Case Study: MoneyGram achieves higher conversions and increased loyalty enrollment with NICE Systems' CXone Guide

MoneyGram powers digital transformation with contextual help from CXone guide

MoneyGram, a global financial services company operating in more than 200 countries and territories, needed a powerful yet easy-to-manage contextual help solution for its web presence to reduce transaction friction, lower call center volume, boost loyalty enrollment and cut reliance on IT across 14 languages and 35 countries. After a site redesign, customers ran into bottlenecks—particularly with ID uploads—which increased abandonment and service calls, and the internal development team was too backlogged to quickly deliver fixes.

MoneyGram expanded its relationship with NICE and implemented CXone Guide, deploying initial help modules in one week and enabling no‑code, localized contextual guidance and promotional prompts at key moments. The solution drove measurable gains—site engagement rose by 10 percentage points, a holiday campaign saw a 17% conversion rate, loyalty enrollment jumped 87% in the initial rollout—and gave the web team agility to update messages without IT.

MoneyGram

Cyndi Daman

Web Manager