Objective
Visa aimed to transform its customer experience by creating a more unified, AI-driven support environment. The main objective was to improve customer satisfaction, increase operational efficiency, reduce infrastructure complexity, and support high-impact customer moments across its global financial services network.

Introduction
Visa is one of the world’s leading financial services companies, serving financial institutions, businesses, and consumers globally. With millions of disputes processed every year and hundreds of financial institutions supported, Visa requires a highly reliable and efficient customer experience system.
To improve its support operations, Visa adopted the Unified Experience solution from Genesys and ServiceNow. This AI-driven solution connects customer engagement with workflow automation, helping Visa deliver faster, smarter, and more consistent support.

Challenges
Visa needed a solution that could support large-scale financial service operations while improving customer experience and internal efficiency. The main challenges included:

• Managing a very high volume of disputes every year.
• Supporting more than 340 financial institutions.
• Handling critical customer moments with speed and accuracy.
• Improving operational efficiency across support workflows.
• Reducing infrastructure complexity.
• Connecting customer engagement with internal workflow automation.
• Creating a unified experience across multiple support processes.

Our Strategy
The strategy focused on building a unified customer experience by combining Genesys customer engagement capabilities with ServiceNow workflow automation.

The key strategic actions included:

• Implementing an AI-driven Unified Experience solution.
• Using Genesys to support customer engagement and communication.
• Using ServiceNow to automate workflows and improve operational processes.
• Connecting customer interactions with back-end service operations.
• Creating a more efficient support model for financial institutions.
• Improving visibility, response time, and service consistency.
• Supporting high-impact consumer moments through a more connected platform.

Results
The Unified Experience solution is expected to deliver measurable improvements for Visa across customer experience, operational costs, and infrastructure efficiency.

Key highlights include:

• 106 million disputes processed annually.
• More than 340 financial institutions supported.
• Improved support for high-impact consumer moments globally.
• Better connection between customer engagement and workflow automation.
• Increased operational efficiency through unified processes.
• Improved customer satisfaction through faster and more consistent service.
• Reduced complexity by bringing customer support and workflow systems together.

Conclusion
Visa’s move to the Unified Experience solution from Genesys and ServiceNow represents a major step toward modernizing its customer experience operations. By combining customer engagement with workflow automation, Visa can deliver faster, more efficient, and more reliable support to financial institutions and consumers.
This transformation helps Visa improve service quality, reduce operational complexity, and strengthen its ability to support critical financial service interactions at scale.