DENVER—Western Union has announced plans to partner with a machine learning firm to help improve its customers’ experiences.
The firm will use a product from NICE Nexidia Customer Journey Optimization (CJO). This product’s key selling point is that it uses machine learning to help explain how customers move from one stage in the business to the next, FXcompared explained.
“It is understood that the product will introduce opportunities for the organization to improve its offering. It is expected that it will highlight trends in Western Union consumer behavior too,” FXcompared said. “It reflects a growing trend in the industry towards using new technologies, such as blockchain, to find ways to improve.”
According to Western Union’s chief customer officer, Stanley Yung, the aims were varied – and included goals to “define, track, analyze and improve” customer pathways.
“At Western Union, customer experience is our top priority,” Yung said.