1 Western Union at a Glance 200 countries and territories 500,000+ Agent locations 100,000+ ATMs 242 million C2C transactions 459 million business payments completed 100,000 B2B customers 75 languages for customer interactions On average, transactions per second 29
14
Embed
The Customer Journey: Owning the Moments That Matter: Diane Scott, Executive Vice President, Global Chief Product and Marketing Officer, Western Union
Diane Scott, Executive Vice President and Global Chief Product and Marketing Officer for Western Union, discussed what it takes for a company to effectively serve its customers during her presentation at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In her presentation, “The Customer Journey: Owning the Moments That Matter,” Scott noted understanding customer attitudes, behaviors and processes is key for a business to fully support its clientele.
According to Scott, understanding the customer journey is important because it enables a company to learn about its customers and find the best ways to connect with them. In addition, Scott pointed out customers are amazing people, and devoting the necessary time and resources to learn about them can have far-flung effects on a business: “If you take the customers, the consumer side of our business, they really are probably some of the most incredible people you’ll ever meet literally in your lives. These are global citizens. They actually know no boundaries, they know no borders.”
A multinational business, meanwhile, faces numerous challenges to connect with customers in multiple countries simultaneously, Scott said. If a multinational company understands each country’s landscape, Scott said, it can extend its global reach: “When you work with as many countries as we do, and as many as you do, their country’s unique, their customer segment’s unique [and] we’re different. And when you’re trying to figure out how to get efficiency and scale, you have to have that balance of how unique and different as well as what some of those universal truths are.”
- See more at: http://www.argylejournal.com/customer-care/the-customer-journey-owning-the-moments-that-matter-diane-scott-executive-vice-president-global-chief-product-and-marketing-officer-western-union/#sthash.f7obFZAb.dpuf
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
1
Western Union at a Glance
200 countries and territories
500,000+ Agent locations
100,000+ ATMs
242 million C2C transactions
459 million business payments completed
100,000 B2B customers
75 languages for customer interactions
On average,transactions per second29
2
Western Union at a Glance
200 countries and territories
500,000+ Agent locations
242 million C2C transactions
459 million business payments completed
100,000 B2B customers
75 languages for customer interactions
On average,transactions per second29
3
On All Of Our Minds
What measurement matters most?
How will we most effectively growmarket dynamics?
Will we deliver the fundamental improvements needed?
How do we move the organization from transactions to customer-centric?
How do we stay ahead of customer needs?
How do we improve experience with end-to-end process in mind?How do I