Pegaworld 2016: How American Express Built a Single Customer Service Portal to Deliver Exceptional Service Across the Globe (Presentation)
American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. American Express Global Servicing Network is the company’s global servicing organisation that delivers a unique Relationship Care® service experience, and focuses on creating a personal connection and helping customers get the most from their American Express relationships. Learn how American Express embarked on a global transformation program to build a single servicing portal to empower over thousands of Customer Care Professionals across 22 markets to deliver exceptional customer care. Amex has also established a robust Center of Excellence that collects, develops, and catalogues reusable software assets that are shared across the organization.