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Case Study

American Express dépasse les attentes de ses clients (en anglais)

PROBLÉMATIQUE

Le défi

American Express recognized the state of their customer service was suffering. The Company set out to create an integrated solution that meets the needs of customers and exceeds their expectations in a way that’s driven through the eyes of the customer. This huge global company also wanted to be able to still deliver local, personalized service to its customers. American Express called this new focus “Relationship Care℠.”

La solution

American Express enlisted Pega to help build a new end-to-end system designed to provide excellent care for American Express customers, based on their new relationship servicing model designed to build and deepen customer relationships.

  • Create an integrated network to deliver service regardless of location
  • Meet the customers’ unique needs
  • Develop a culture defined by a passion to serve

American Express adopted agile solutions to develop the actual solutions, and business process management and knowledge management technology were brought in.

Les résultats

Focusing on the customer has really paid off for American Express:

  • La satisfaction client a triplé ;
  • Expense and service margins have decreased
  • Customer handling time is lower for the best agents and the most satisfied customers
  • 10% increased cardmember spend
  • 4X lower card member attrition
  • Financial Services
  • Customer Service
American Express place le service client au cœur de ses priorités. | 3:21

Pega Customer Service

Prévoyez et gérez la complexité des cycles de vie client modernes à l’échelle mondiale.

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Ressources associées

  • Vidéo PegaWorld

    Découvrez comment American Express a transformé son portail de service pour donner les moyens à des milliers de spécialistes de l’assistance client. (en anglais)

  • Vidéo PegaWorld

    Table rase chez American Express. (en anglais)

  • Vidéo de démonstration :

    Avec Pega, les plus grandes entreprises mondiales communiquent avec leurs clients par le biais d'un service omnicanal, simplifient l'expérience des conseillers clientèle et font du changement un atout stratégique.