Building American Express a human-to-human customer care platform
Designing the next-generation American Express customer care portal.
We built a revolutionary customer care platform that streamlined American Express Customer Service call centers to empower a Human-to-Human experience. Powered by an innovative dual-monitor user experience and secure architecture on top of legacy back-end systems we smoothly integrated into existing codebases, this new system alleviated workflow for tens of thousands of employees and resulted in a double-digit increase in call volume, and very happy American Express customers.
From kickoff to product launch in 4 months
Used daily by 10k+ Customer Care Professionals
Increased Value Generation by 22% per cardmember call
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