Case Study: American Express achieves Digital‑Age customer service transformation with Salesforce

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

American Express, a 160‑year‑old global payments leader built on trust and service, faced a modern challenge: meet rising customer expectations and fend off digital disruptors by delivering faster, more personalized, real‑time experiences—especially for business travelers and corporate clients who expect mobile, data‑driven tools for payments, travel and expense management.

To solve this, American Express partnered with Salesforce—deploying Sales Cloud and the Customer 360 Platform, mobile apps, and Chatter—to unify customer data, enable real‑time collaboration, and give employees a complete view of clients. The result: more anticipatory, secure service; streamlined travel and expense workflows; greater sales mobility; and a more connected organization able to deliver better customer experiences at scale.

American Express

Greg Keeley

EVP Global Corporate Payments