Re-inventing customer service: A marketing tool in today’s digital age
Transforming customer interaction from a robotic experience to a personalized service while focusing on minimizing costs and eliminating contacts has provided American Express with an edge in today’s corporate arena. This focus on customer management, trademarked “Relationship Care” by American Express, has changed how our customers view and interact with our company. Empirical evidence shows that customer behavior prior to and following customer service engagements creates differentiated lasting value that can drive satisfaction, likeliness to recommend a product, and even increased spend and willingness to accept sales offers. Today, service is not only a key differentiator for any customer facing corporation but also directly contributes to revenue. Great service is measured across industries and markets and involves consistent messaging, various touch points, catered and personalized attention, and the use of technology for customer interaction.
Join Vikram Nangia, Executive Vice President, Service Network Engineering for a discussion on the transformation of service at American Express. Vikram will provide an overview of American Express’ service organization and discuss the servicing strategy that helped American Express become a market leader.
Lunch will be served. So that we may provide enough food and seating, please register HERE.
Executive VP of Customer Service Network Engineering
Vikram Nangia is a seasoned executive with 25 years of experience in Customer Service, Finance, Strategy and Business Development. In his role as Executive Vice President, Service Network Engineering, Vikram is responsible for telephone service...
Vikram Nangia is a seasoned executive with 25 years of experience in Customer Service, Finance, Strategy and Business Development. In his role as Executive Vice President, Service Network Engineering, Vikram is responsible for telephone service for American Express card members globally. In addition, he is responsible for the delivery of service to American Express’ corporate customers, the overall configuration of the service network, and the design and engineering of customer care processes and capabilities. Vikram has held a variety of roles in his 9 years at American Express, in Finance and Customer Service, helping to deliver significant reengineering improvements, enhanced financial discipline and improved customer experience. Prior to American Express, Vikram worked for 15+ years in the consumer packaged goods industry, gaining extensive multi-disciplinary experience in Finance, Strategy, M&A and Procurement. Immediately prior to American Express, he was a Director in the M&A group for Philip Morris, Inc. in which role he helped lead the IPO of Kraft Foods and an $18.9 Billion acquisition of Nabisco holdings, Inc. Vikram joined Philip Morris through its acquisition of Kraft Foods where he served in various Finance & Strategy roles. Vikram obtained his undergraduate degree in Economics from the University of Delhi, India, MA (Economics) from the State University of New York at Stony Brook, NY and an MBA from the University of Michigan at Ann Arbor, Michigan.