Amex’s B2B servicing model: Hand-holding through the messy middle of digitization
- The core philosophy behind Amex’s servicing approach is "relationship servicing," which centers around viewing the entire customer relationship as a holistic journey.
- This piece unpacks the inner workings of Amex’s servicing model, the internal teams driving it, and the company’s plans to weave generative AI into the system.
The march away from checks and paper invoices to digital is messy, slow, and fraught with friction points that can stall a business mid-transition. American Express is making itself useful for businesses in that in-between space, by smoothing the handoff: getting companies comfortable with virtual cards, APIs, and faster payment rails through its servicing model.
Beyond rolling out digital products, Amex is focused on making sure clients know how to use them and stick with them. The firm extends this support through its servicing model.
As technology, tools, and teams evolve, so does the servicing approach, with the firm exploring generative AI to make the model faster, smarter, and more predictive.
This piece unpacks the inner workings of Amex’s servicing model, the internal teams driving it, and the company’s plans to weave generative AI into the system.
The “One Amex” servicing model
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