As new channels emerge and customer expectations grow, it can be difficult to keep pace. Your organization needs to adapt more quickly and adopt more advanced processes and technology. You must move away from a channel-led approach to be truly customer-centric.
According to Pega, American Express wanted to improve its customer service and set out to create an integrated solution that could meet the needs of customers and exceed their expectations. Amex also wanted to be able to continue delivering local, personalized service to its customers despite being a large, global company. That’s why the brand turned to an AI-powered software solution to provide a new end-to-end system that would build and deepen customer relationships. Focusing on the customer paid off. Customer satisfaction tripled, expense, and service margins decreased, and card member spends increased.
So how can you transform customer service and triple satisfaction? How can you improve ROI?Join Pega and a select group of industry thought leaders to explore how to rethink service in the digital era and transform your approach to achieve proactive service and deliver seamless experiences for your customers.