Jim Bush, Executive VP of American Express (Amex) World Service, was faced with obstacles in the mid 2000s: Subsequent to working for Amex for 24 years, he began to agonize the business was focusing too much on cost decrease. Customer service was eroding as the company strove to remain competitive during hard economic times.
In response, he led the organization of its own customer care strategy in a large scale reinvention with an initiative called Relationship Care. Its customer service and gains significantly improved by empowering workers with data and technology. Moving forward, students must help Amex address the challenges of taking "Relationship Care" international.
PUBLICATION DATE: December 11, 2012 PRODUCT #: W91C00-PDF-ENG
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