Post on 12-Jan-2017
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Content in passé…
…Collaboration is in
Top Dog …circa 2013
Top Speed: 302 mphUnleashing Innovation 2
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
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.