How American Express is its Own Disrupter

For the latest episode of The Customer Experience Show, my co-host, Robert Reiss, and I spoke with Neal Sample, President of Enterprise Growth, American Express. Each day, American Express makes it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services. An engine of commerce, American Express provides innovative payment, travel and expense management solutions for individuals and businesses of all sizes.

Neal has been Group President of Enterprise Growth of American Express Company since September 2014 and served as its Senior Vice President of Serve Enterprise since April 2, 2012. Since joining American Express, he has been instrumental in shaping its Serve software platform, driving Enterprise Growth’s transformation to the agile development process, and advocating for a work environment that encourages innovation and prototyping of new payment applications, features and products.

During the interview, we spoke with Neal about the role of innovation within American Express and how Enterprise Growth was founded five years ago by the CEO with the mission to fulfill the promise of being a company that disrupts itself. What struck me during the conversation was American Express’ track record of innovation and reinvention. For 165 years, the company has reinvented itself from freight forward to travelers’ checks to charge/payments and now broadening its market from affluent to mass market.

We also discussed the shift from a Waterfall, top-down approach, to Agile Development, which enables American Express to be incredibly responsive to customer needs, but also allows them to test and learn at a rapid pace and determine if it will be a success or if they need to move on.

There are many more great examples of innovation and customer experience in the full interview with Neal, so take a listen. You can access the full interview by visiting Stay tuned for the next episode of The Customer Experience Show!

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