Transforming customer care into a revenue driver

Designing and building the next-generation American Express customer care portal.

Integrated analytics with self-improving algorithms

Following our Full Stack Innovation process, we built a customer care platform that guides and improves the human-to-human experience for American Express call centers. We designed a revolutionary new dual-monitor user experience, a secure architecture on top of legacy back-end systems, and smoothly integrated the application into existing codebases.

  • Completed kickoff to product launch in four months
  • Used daily by 10k+ Customer Care Professionals
  • Increased Value Generation by 22% per cardmember call
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