Pegaworld 2016: Transformation at the Ground Level at American Express (Video)
"We are seeing containment in the help center, also in the IVR. We're actually seeing reduced transfer rates because we're getting the calls to the right places… and seeing AHT gains."
- - Gary, PayPal
The American Express Corporate Card (GCP) business sought to radically transform the way it operates to drive global standardization, scalability, and more effectively provide solutions that solve customer challenges when and where needed. The GCP business was new to Pega and scrum, and this is the story of how the Digital Servicing Group, American Express Technologies and Pega came together to meet that challenge. Learn how to organize business scrum teams as well as best practices for case management design.