Presentation: Western Union

First Slide

Unleashing InnovationNitin BhandariCountry Director – Digital, South AsiaWestern Union

Insert Confidentiality Level in slide footer 2

Content in passé…

…Collaboration is in

Top Dog …circa 2013

Top Speed: 302 mphUnleashing Innovation 2

Lets travel back in time

Unleashing Innovation 3

Rocket …circa 1829

Top Speed: 30 mphUnleashing Innovation 4

Rivers

Railroad

Oceans

Broadband

Through the ages, flows – natural or man-made, have been the foundation of trade & commerce

# 1

Paper

Metal

Digital

Relationship between merchant & customer has moved from visible to invisible, however, they continue to be connected

# 2

Barter

Physical meets digital

How do you make it work for you?

Connect the pairs?

Branch

Digital

Call Centre

Servicing

Selling

Marketing

500K retail locations200 countries & territories

Mobile money transferin 21 countries

Wu.comin 25 countries

Digital banking (ABMT *)in 61 countries

Bank Account payoutin 59 countries

Omni-channel approach makes us leader in cross-border, cross-currency money movement

The omni-channel “to do” list: how to get started Channel

1. Reorganize by customer need2. Think in real-time3. Build processes across

channels.

Customer Experience1. Learn how to listen in an integrated manner –

surveys, VOC, quality data, social media2. Map and measure the customer journey3. Segment, slice and dice

Product1. Design solutions, not products2. Simplify the offering3. Create test & learn culture

Marketing & Sales1. Tell Stories - meaningful, brand-building stories that

connect with customers on an emotional level.2. Start the dialogue – take full advantage of social

media opportunities

Technology & Analytics1. Build fast, iterate faster2. Think omni-channel during design.

Everyone should be able to get the right information when they need it.

Lesson from the Battle of TroyInnovate to Succeed

Thank You