Case Study: Western Union achieves faster insights and increased customer retention with NICE Systems Customer Journey Optimization (CJO)

Using Customer Journey Analytics to Maximize Retention and Improve CX

Western Union, a global leader in cross-border, cross-currency money movement with an omnichannel network of digital and retail agent services, faced the challenge of understanding a rapidly shifting customer mix toward digital channels. To ensure smooth, frictionless payments and maximize repeat transactions, the company needed to connect and analyze millions of disparate datapoints quickly and at scale to diagnose pain points and improve the overall customer experience.

Western Union ran a proof-of-concept and deployed NICE Nexidia Customer Journey Optimization (CJO) to map and visualize end-to-end journeys, with emphasis on digital transactions and new customers. The CJO rollout delivered faster time-to-insight, seamless macro-to-micro drilldowns, democratized analytics for non-technical users, and easy cloud integration—enabling detection of problematic flows, organizational alignment around customer effort metrics, and measurable gains in analyst efficiency, customer loyalty, and retention.

Western Union

Bryan Haas

Head of Customer Experience Strategy