Speaker: Nitin Bhandari

1. First Slide
Unleashing Innovation
Nitin Bhandari
Country Director – Digital, South Asia
Western Union

2. Insert Confidentiality Level in slide footer 2
Content in passé…
…Collaboration is in
Top Dog …circa 2013
Top Speed: 302 mphUnleashing Innovation 2

3. Lets travel back in time
Unleashing Innovation 3

4. Rocket …circa 1829
Top Speed: 30 mphUnleashing Innovation 4

9. Rivers
Railroad
Oceans
Broadband
Through the ages, flows – natural or man-made,
have been the foundation of trade & commerce
# 1

14. Paper
Metal
Digital
Relationship between merchant & customer has
moved from visible to invisible, however, they
continue to be connected
# 2
Barter

15. Physical meets digital
How do you make it work for you?

17. Connect the pairs?
Branch
Digital
Call Centre
Servicing
Selling
Marketing

18. 500K retail locations
200 countries & territories
Mobile money transfer
in 21 countries
Wu.com
in 25 countries
Digital banking (ABMT *)
in 61 countries
Bank Account payout
in 59 countries
Omni-channel approach makes us leader in
cross-border, cross-currency money movement

19. The omni-channel
“to do” list:
how to get started Channel
1. Reorganize by customer need
2. Think in real-time
3. Build processes across
channels.
Customer Experience
1. Learn how to listen in an integrated manner –
surveys, VOC, quality data, social media
2. Map and measure the customer journey
3. Segment, slice and dice
Product
1. Design solutions, not products
2. Simplify the offering
3. Create test & learn culture
Marketing & Sales
1. 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 & Analytics
1. Build fast, iterate faster
2. Think omni-channel during design.
Everyone should be able to get the right
information when they need it.

20. Lesson from the Battle of Troy
Innovate to Succeed
Thank You