Case Study: American Express achieves 21st-Century customer service transformation with Salesforce DMP

American Express is redefining customer service for the 21st Century with Salesforce

American Express, a 160‑year‑old payments leader built on trust and customer service, faced a digital‑era challenge: rapid innovation, startup disruption and rising customer expectations for real‑time, secure mobile payment and travel experiences. The company needed to turn its vast payment data into timely, proactive service for corporate clients and road‑warrior employees.

By partnering with Salesforce and deploying the Customer Success Platform (Sales Cloud, Chatter and mobile apps), American Express unified thousands of employees, surfaced real‑time insights and delivered mobile travel and expense tools. The result was faster collaboration, more proactive, secure customer service and smoother mobile payment and expense workflows that help future‑proof the business.

American Express

Susan Sobbott

President of Global Corporate Payments