FS Special Edition 2017 - 25

25

Preemptive
Transformation
In an industry racked by wrenching change,
Western Union faces new and nontraditional
competition from all sides. The 165-year-old
company's strategy: Disrupt yourself before
you get disrupted.
Western Union has always been on the forefront of
technological innovation. The company launched in 1851 with
the invention of the telegraph. Now, 165 years later, we are
digitally transforming ourselves and devising new and easier
ways for our customers to move money around the world.
I have two jobs. First and foremost, I am head of global
operations, which delivers our entire customer experience. The
other portion of my job is leading our technology organization,
combining both the traditional CIO and CTO roles. And I joined
the company four years ago at a time when those two aspects
of the company began to converge, enabling the company to
bring new capabilities to the market. This dual role allows me to
see the end-to-end process and come up with ways to make it
better and drive a lot of efficiency.
We have a long and strong history of retail brick-and-mortar
infrastructure and an agent network that provides services to
customers in half a million locations in 200 countries around
the globe. In the last few years, we've been investing heavily
in the omni-channel experience as our consumer and business
customers interact with us in new ways, from our mobile app to
remote kiosks to online bill payment. We're looking at artificial
intelligence and machine learning to automate more of what
we do. We're investing in analytical tools that can identify risk



Table of Contents for the Digital Edition of FS Special Edition 2017

Contents
FS Special Edition 2017 - Cover1
FS Special Edition 2017 - Cover2
FS Special Edition 2017 - 1
FS Special Edition 2017 - Contents
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