Case Study: American Express achieves tripled customer satisfaction and 4x lower cardmember attrition with Pegasystems

American Express Exceeds Customer Expectations

American Express recognized its customer service was underperforming and launched a customer-driven "Relationship Care" initiative to deliver integrated, globally consistent yet locally personalized service. The company sought an end-to-end solution to meet customers’ unique needs and rebuild a service culture focused on relationship building.

To implement Relationship Care American Express partnered with Pega, adopting agile development and using business process and knowledge management technologies to create an integrated service network. The results were strong: customer satisfaction tripled, expenses and service margins decreased, handling time fell for top agents and the most satisfied customers, cardmember spend rose by 10%, and attrition dropped fourfold.

American Express

Jim Bush

Managing Director