Case Study: American Express achieves real-time, personalized customer service for the Digital Age with Salesforce Marketing Cloud

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

American Express, a 160‑year‑old leader in payments, set out to redefine customer service for the Digital Age amid rapid innovation, new payment technologies, and disruptive competitors. The challenge was to anticipate customer needs, turn vast payment data into actionable insights, and deliver seamless, secure experiences—especially for business travelers who expect real‑time, mobile-first tools.

To meet that challenge, American Express partnered with Salesforce—starting with Sales Cloud and expanding to Customer 360, Chatter, and mobile apps—to create a unified platform that connects thousands of employees across functions and geographies. The result: faster collaboration, more productive sales and service teams, mobile payments and expense workflows that simplify travel, and real‑time insights that strengthen customer trust and future‑proof the business.

American Express

Susan Sobbott

President of Global Corporate Payments