Cyndi Daman

Global Web Manager, MoneyGram

Supernova Award Category: 
Next-Generation Customer Experience
The Organization: 

MoneyGram provides money transfer and other financial services around the globe with both digital platforms and retail locations. Consumers can send money internationally to friends and family, pay bills and more with affordable fees and great exchange rates.   MoneyGram is trusted by 150+ million consumers who can choose how they send money - online, in our highly-rated mobile app or at one of 430,000+ locations.

The Problem: 

As MoneyGram began its digital transformation as a company, they were focused on moving an even bigger percentage of their business from physical locations to online and in-app. Shortly after relaunching their transactional sites and backend technology, they saw the need to provide contextual help within the transactional journey, to aid customers at critical points. And while they had implemented help text at some points along the journey, customers were still getting stuck at various points of their online money transfer process.

While the initial goal was to solve for any friction points in online transactions, leadership also wanted to increase enrollment in the customer loyalty program. This would help improve retention and increase transaction values.

The Solution: 

MoneyGram selected NICE CXone Guide because we held an existing relationship with NICE’s contact center software which had proven highly successful for us. Knowing we were working with a company and good partner that already had shown value, helped solidify our decision to update to CXone Guide. MoneyGram learned that NICE CXone Guide provides contextual, proactive web and mobile guidance which was exactly what was needed to meet customers where they were in their journey and right when they needed it most. It was and still is a perfect fit.

The Results: 

NICE CXone Guide has allowed MoneyGram to address their problems where they were not able to previously. For example, CXone Guide allows MoneyGram to be specific to a market or for a language. They currently support 14 languages across their 35 transactional sites and they are able to use CXone Guide to manage all of the messages in those 14 languages. Being able to address issues and be responsive has been the biggest change. They wouldn’t be able to do this if it weren’t for Guide. They have seen significant improvements in customer experiences on their web properties, and improved revenue based on contextual, timely marketing messages.

CXone Guide has also had a regional impact on their transactional websites. One of the imperative goals that management gave was to increase enrollment in the loyalty program. Guide helped in their US market and additionally helped in their France market.



MoneyGram saw an 87% increase in loyalty enrollment in their France market after implementing a promotional message via CXone Guide for people to sign up. Loyalty enrollment not only retains customers but helps drive higher transaction values. Once reaching an  87% increase in loyalty, it made a measurable difference in recruiting new customers into the program.

In addition MoneyGram has seen a marked increase in  TrustPilot ratings – from 3.5 to 4.5 – and an impressive increase their conversion rates going from 18.5% to 28.5% shortly after the implementation of CXone Guide 

MoneyGram also ran a promotion using messaging via Guide that yielded them 21,000 engagements over the course of just 30 days.

The Technology: 

NICE is the vendor used and its CXone Guide solution was utilized.

Disruptive Factor: 

NICE CXone Guide and its advanced technology that uses proactive messaging, markedly changed the way information is being used at MoneyGram. They can respond to either market, industry, or even global events in almost real-time by using NICE CXone Guide. For example, when process or procedures change that directly affect their customers, such as a change in an accepted payment method. NICE is able to respond to these changes almost immediately.

CXone Guide allows them to quickly disseminate information to consumers on their websites at specific points of interaction. They can present marketing messages, such as special pricing, when a customer is estimating fees to send money. This ability to provide very pertinent information proactively at just the right time helps increase a customer’s likelihood to complete a transaction.

They did not face any problems in their implementation of CXone Guide. The tool has truly been very effective and accomplished their objectives  – CXone Guide is a very easy to use and straightforward solution. Of course when NICE offers future add-ons and updates to the solution, they would love to add them to their already robust program.

Shining Moment: 

MoneyGram is proud of its digital transformation and NICE CXone was one part of their success story. By aiding customers at critical sticking points and providing proactive assistance, they were able to achieve numerous objectives such as dramatically increasing customer loyalty which leads to an ability to grow their markets more quickly than before.  

About MoneyGram

MoneyGram International, Inc. a global financial technology company, enables consumers and businesses to move and manage money in nearly every country in the world. Through its expansive set of fintech offerings, MoneyGram provides millions of consumers annually the ability to seamlessly send money home to family and friends, and buy, sell and hold cryptocurrencies on its industry-leading app.