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Retail In working with businesses across the globe we have found
that connecting via video collaboration delivers a more
American Express (Amex) personalized experience over voice alone. With the new
video collaboration capability, American Express is taking
Serving the Emerging Digital Customer their Relationship Care brand of service to the next level of
personalization. Simplicity and ease of use for the customer
Challenge is key. It takes the personality of American Express to a
• Looking to provide increased service to high new, more engaging level for their customers.

value (Blackcard) customers
• Deliver new Omni-channel business models
• Transform customer experience

Solution
• Exciting new customer interaction

experiences on mobile
• Deploy customer-facing, virtual advisors

(Remote Expert Mobile)

Results
• NPS increased by 38% for customers using

the capability
• Amex immediately broadened the reach to

include Costco-Amex-Card members