Trends Report

How American Express Empowers Call Center Employees To Deliver Great Customer Experience

A Report From Forrester's Customer Experience Forum 2010

September 3rd, 2010
With contributors:
Harley Manning , Shelby Catino


American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort Lauderdale, Fla., told attendees how AmEx has leveraged feedback about the employee experience to create a happier, more engaged workforce. She described changes the company made in six areas based on input from key call center personnel: professional recognition, workplace convenience, flexibility, compensation, career development, and policies and procedures. Other companies can learn from American Express' experience by adding a closed-loop voice of the employee (VoE) program to existing voice of the customer (VoC) efforts.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.

Harley Manning
and Shelby Catino