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How Western Union Transformed Global Loyalty with ReactorCX

Summary

Western Union partnered with Loyalty Methods to implement ReactorCX (RCX), a cloud-native loyalty engagement platform.

Challenge

Western Union, a leader in cross-border money movement, needed to modernize its MyWU loyalty program across 35 countries. They required a scalable, real-time solution to enhance customer engagement and streamline operations.

Key Solution Components

Global Scalability

RCX’s architecture supports operations across 35 countries, processing loyalty transactions 24/7/365 without downtime.

Real-Time Multi-Channel Engagement

The platform issues rewards for both purchase and non-purchase behaviors across digital and in-store touchpoints.

Flexible Earning & Burning

Customers can earn points on eligible transactions and redeem for discounts or third-party rewards.

Multi-Currency Support

RCX manages multiple loyalty currencies, including points and promo codes.

Advanced Personalization

Delivers highly personalized offers and communications based on member activities, preferences, and real-time interactions.

Sophisticated Promotional Tools

Supports diverse strategies such as subscriptions, streaks, and challenges to increase customer engagement.

Omnichannel Integration

Seamlessly connects with Western Union’s mobile app, website, retail locations, and customer service centers.

Advanced Reporting and Automation

Near real-time data warehouse, updated every 30 minutes, powers comprehensive analytics, automated promo budget management, and liability tracking.

Results/Benefits

  • Zero-downtime migration using Loyalty Method's ThreadsyncTM methodology.
  • Improved customer experience with real-time point accrual and redemption.
  • Enhanced flexibility for marketers to create and execute complex promotions quickly.
  • Increased data accessibility for better decision-making and personalization.
  • Streamlined compliance with global data protection regulations.

Conclusion

The successful migration of Western Union’s MyWU program to ReactorCX marks a significant transformation in how Western Union delivers loyalty services to its global customers. This collaboration has enabled Western Union to offer a more sophisticated, personalized, and engaging loyalty experience, positioning them for continued success in customer retention and acquisition.
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