Case Study: American Express achieves seamless global servicing for 200M+ interactions and a 75% reduction in deployment costs with Pegasystems

American Express - Customer Case Study

American Express (Amex), a global financial services leader, set out to become the world’s most respected service brand by delivering seamless, consistent customer care across channels. Facing dozens of servicing sites and 22 U.S. and international service organizations running disparate systems, Amex needed to standardize processes and create a single global servicing portal to improve agility, reduce costs, and deepen customer relationships.

Amex implemented a Pega-based platform via an enterprise center of expertise and an Agile, user-led development model that included Customer Care Professionals in design. The solution now supports 68 servicing sites in 12 countries and six languages, 12,000 care professionals, and over 200 million interactions annually; reuse of 70% of foundations cut new deployment costs by 75% and delivered roughly $3.25M in annual savings while improving handling times, customer engagement, and operational agility.

American Express

Stuart Green

Vice-President, Global Servicing Capabilities