September 23 - 26, 2019 | Scottsdale, Arizona
John Standring, EVP & GM Global Servicing Operations at American Express

John Standring


EVP & GM Global Servicing Operations
American Express

Check out the incredible speaker line-up to see who will be joining John.

Download The Latest Agenda

Main Conference Day Two: Wednesday, 25 September 2019

Wednesday, September 25th, 2019


12:05 PM Your Competitive Edge: Embracing “Customer Experience” Strategy for Shared Services

Imagine a world where you were able to square the circle between customer service, colleague engagement and keeping your shareholders happy with re-engineering? Self service, efficiency and speed. This session will talk about how we use a suite of different technology capabilities with
process redesign to create outstanding customer service, efficiency, capacity and enhanced control.

• Hear how American Express developed a next generation customer journey that is driven by quick and convenient experiences regardless of the channel of choice
• Learn how to develop a customer friction point analysis
• Hear how the integration of Chat Bot technology, Intelligent Automation and interface with enterprise procurement improves customer experience and efficiency