Straight Talk Special Issue: Financial Services - 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



Straight Talk Special Issue: Financial Services

Table of Contents for the Digital Edition of Straight Talk Special Issue: Financial Services

Contents
Straight Talk Special Issue: Financial Services - Cover1
Straight Talk Special Issue: Financial Services - Cover2
Straight Talk Special Issue: Financial Services - 1
Straight Talk Special Issue: Financial Services - Contents
Straight Talk Special Issue: Financial Services - 3
Straight Talk Special Issue: Financial Services - 4
Straight Talk Special Issue: Financial Services - 5
Straight Talk Special Issue: Financial Services - 6
Straight Talk Special Issue: Financial Services - 7
Straight Talk Special Issue: Financial Services - 8
Straight Talk Special Issue: Financial Services - 9
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Straight Talk Special Issue: Financial Services - 11
Straight Talk Special Issue: Financial Services - 12
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Straight Talk Special Issue: Financial Services - 25
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Straight Talk Special Issue: Financial Services - Cover3
Straight Talk Special Issue: Financial Services - Cover4
https://magazine.straighttalkonline.com/hi_tech
https://magazine.straighttalkonline.com/issue12
https://magazine.straighttalkonline.com/assetheavy2020
https://magazine.straighttalkonline.com/lifesciencesandhealthcare2019
https://magazine.straighttalkonline.com/womenintech2
https://magazine.straighttalkonline.com/financialservices2019/
https://magazine.straighttalkonline.com/issue11
https://magazine.straighttalkonline.com/issue10
https://magazine.straighttalkonline.com/issue9
https://magazine.straighttalkonline.com/womeninit
https://magazine.straighttalkonline.com/financialservices
https://magazine.straighttalkonline.com/issue8
https://magazine.straighttalkonline.com/issue7
https://magazine.straighttalkonline.com/issue6
https://magazine.straighttalkonline.com/issue5
https://magazine.straighttalkonline.com/issue4
https://magazine.straighttalkonline.com/issue3
https://magazine.straighttalkonline.com/issue2
https://magazine.straighttalkonline.com/issue1
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