The 16 months (and counting) we worked with American Express to transform how Card Members digest email.
Client: American Express
Agile Methodology (Marketing)
User Experience Design
Typical Reduction in Call Volume between 3 and 5%, and specific templates having success stories of 25-30% reduction
7000+ communications revamped and optimized to be mobile first and empower Card Members to manage their account faster through Digital Self Servicing.
Deployment of servicing email guidelines throughout the organization
Our Agile Project Team won an internal Amex award for Innovation in the organization
Want the full story?
Request a copy of Case Study 1: We successfully pilot the project over 12 weeks, reducing call volume and increasing digital self servicing.
Case Study 2: We implement American Express’ new global brand to its servicing emails.
Case Study 3: We impact the disputes journey with best practices to streamline the timeline.
Case Study 4: We measure our overall impact on the project, from customer satisfaction, cost savings and open rates.
Thriving in the Agile Methodology
We were able to reduce call volume by continuously iterating on email communications.