Western Union’s digital transformation – Think with Google

Finest techniques were being also vital. Getting to be digital initial meant we necessary to produce rapid, frictionless activities, in particular on mobile. Improvements that we built to our app’s digital shopper knowledge, for case in point, helped it develop into one particular of the most downloaded apps among our peer established in 2020.

You are now a yr into your part as CMO and main through a extended global disaster. What are the most significant lessons you figured out?

Jaffin: Western Union has a society of innovating to meet up with consumer wants, and the earlier 12 months have demonstrated us that brief pivots can push long lasting modify. My group and I experienced assumed of the potential becoming electronic, of class, but the pandemic truly compelled us to make it a truth for the business. Our digital-initially crisis reaction is supporting us evolve into the long term.

COVID-19 has brought innumerable difficulties, but it’s also induced us to concentration all of our efforts all-around customers and reground ourselves in our mission.

Finally, how do you see digital continuing to generate your solutions in the upcoming?

Jaffin: It is critical for us to keep on making an attempt new technological know-how that gets us closer to prospects and their changing wants, like sophisticated analytics and other resources. Strategic partnerships — working with platforms like Google — is a significant piece of that.

As shopper expectations continue on to evolve, digital will enjoy an ongoing position in encouraging financial services models produce value to their consumers and push business advancement.