Western Union: Setting a New Standard
for Customer Experience on the World’s Busiest Corner
Industry:
Financial Services & Money Transmission
Solution Type:
Experiential Marketing, Digital Signage, Customer Analytics,
Queue Management
Overview
Evogence partnered with Western Union to transform its Times Square flagship
into a high-impact, data-driven customer experience. Designed and deployed during an active renovation, the solution guides customers intuitively through the space, improves service efficiency, and establishes a scalable flagship model for more than 40,000 global agent locations.
Core Challenges
- Extreme messaging competition in Times Square
- Need for a flagship experience worthy of a global financial brand
- No visibility into customer behavior or traffic patterns
- Store renovation without closing operations
- Solution required scalability across thousands of agent locations
Key Benefits
- Strong brand visibility in one of the world’s most competitive retail environments
- Improved customer flow and reduced wait times
- Real-time insight into customer behavior and dwell time
- Unified digital communication across the entire branch
- Scalable framework for global rollout
Our Approach
Evogence redesigned the branch around the customer journey — from street-level attraction to service completion. High-visibility exterior engagement, intuitive self-service tools, and real-time analytics were integrated seamlessly into the renovation, all while the store remained fully operational.
What We Delivered
Visitor Impact
Reduced customer
wait times
Increased
transaction volume
Improved upsell opportunities through targeted content
Clearer, more intuitive customer journey
30%+ sales growth
within six months
Client Testimonial
“We needed to recreate the retail experience at this global flagship store. Evogence was the perfect partner to collaborate with. They immediately understood our mission and brought a wealth of knowledge and innovation to the assignment. We couldn’t have done it without them.”
Lou Costantini,
Founder & Chief Creative Officer, Grafico Marketing Group Retail Design Firm
Conclusion
Evogence transformed Western Union’s most visible location into a modern, data-driven flagship that balances operational efficiency with an elevated customer experience — and set the foundation for scalable deployment across thousands of locations worldwide.