American Express’ Stephanie Schultz:

American Express’ Stephanie Schultz: 1

Stephanie Schultz is the vice chairman and head of rising strategic partnerships at American Express. In that position, she designs plans and executes partnerships focused on emerging bills and new trade experiences. Stephanie joins us on the podcast to speak about the Digital Labs group’s function at American Express. We drill down to discover the digital charge and emerging generation trends she sees, influencing consumer behaviors.

The American Express Digital Labs team

We’re dwelling in an increasingly virtual and related global. The Amex Digital Labs group turned installed about two years ago to make American Express a extra important part of our customers’ virtual lives. This has now not most effectively changed client behavior, but it’s additionally had an immediate effect on how consumers pick to make bills and interact with brands. We’re, in reality, an innovation hub in the organization designed to incubate thoughts, check new talents, and honestly awareness on growing the subsequent generation of virtual bills, servicing, and membership reviews for our clients. As the bill’s panorama evolves speedy, we assume this innovative and external mindset is important to remain aggressive in our enterprise.

New charge tendencies

There are three key tendencies we’re honestly looking for proper now. Mobile payments maintain to advantage momentum around the arena. In many instances, mobile has to turn out to be the preferred manner for clients to make transactions as it’s faster and greater frictionless. Standardization and modernization of bills infrastructure is also supporting catalyze a boom within the space. We’ve partnered globally with top cellular wallets like Apple Pay, Google Pay, and Samsung Pay. We’re also experimenting with our own mobile payments solutions — we these days released QR bills in the Amex Mobile app for card participants in Singapore.


The second trend I’d spotlight is we see persevered innovation across new fee shape factors, from clever watches to IoT devices. At the remaining year’s US Open tennis tournament, we introduced the Amex Band, a contactless price wristband that allowed cardmembers to pay for purchases and free up gives onsite all with the tap of the wrist. We’re exploring how this can help enhance the customer revel in to improve velocity, ease, and seamlessness of bills.

The closing fashion is the digitization of customer service. Customers assume higher and quicker answers and want to interact with us across a much broader breadth of channels primarily based on comfort. We’ve also shown how enhancements in AI and gadgets are gaining knowledge support brands to deliver more green and personalized offerings throughout more of those systems and gadgets. We’re trying to take benefit of this shift and insert our services into these platforms. For instance, we evolved a talent for Amazon Alexa that permits us to offer our card contributors admission to information through voice commands. This morning, I requested Alexa to check my ultra-modern account balances while eating my breakfast.

Amex’s hobby in structures

Our primary attention is to meet our cardmembers on the gadgets and platforms on which they’re already spending time. One place is a peer to look at bills. Last 12 months, we announced a new strategic partnership with PayPal. PayPal and Venmo are the main P2P fee apps within the US and are particularly relevant for Millennial and Gen Z users. We’re working with PayPal and Venmo on a deep cell integration to stay inside the Amex mobile app with new delightful computerized capabilities that beautify the payment revel in. We’ll screen greater approximately this quickly.

Another interesting vicinity is seeing how mobile messaging and chat apps have emerged as a vital communique channel. Usage on mobile gadgets is focused on a handful of messaging apps. We’ve been checking out specific messaging studies to make it simpler for our customers to touch us thru their channels of preference. We’re doing it through our very own cell app and throughout Messages on iOS and Facebook Messenger.

Blending the position of people and bots

One of the methods we’re differentiating our customer service at Amex uses a mix of automation and human help to supply the first-class viable revel in. We suppose human contact is critical, mainly in fixing complex problems. One analogy I like to apply is round ingesting an excellent glass of wine. Do you care if the grapes were harvested via a human or machine? Probably not — all that subjects is how it tastes. I consider customer support in an equal manner. It’s not approximately humans versus bots — it’s humans and bots. It’s about how you combine the efficiency of automation with human contact so that you’re turning in personalized, speedy, and excessive contact service.

Acquiring new tech structures

Our adventure with Mezi is a excellent instance of our partnership method. When we first commenced running with the Mezi team, we had a strategic investment and labored collectively on a small pilot around its new digital tour assistant capabilities. Within Digital Labs, we intend to test, analyze quickly, and run pilots to evaluate purchaser response better and determine a course for long-run partnerships.

Following the fulfillment of the pilot, we ran with Mezi; we determined to enhance our dating through an acquisition. And given that, then, we’ve rolled out cellular concierge functions from the pilot into the Amex cell app for our US Platinum Card individuals. These card participants can access simple account servicing wishes and also discover and e-book flights, resorts, and eating through an asynchronous messaging enjoy.

Creating a hit partnership

I accept this as true while selecting strategic partners; it’s in reality and a accomplice with complementary values and desires which can bthatgned. For us, it’s about running with partners as similarly passionate about the patron experience as we’re — from the digital giants like Amazon and Apple to smaller startups like Mezi. That challenge of making the best virtual customer enjoy is constantly our north star. Then we use the strengths and belongings of each event to deliver on that shared aim. It’s important to apprehend with partnerships that it’s a marathon and not a sprint. Our longstanding partnerships exist due to this approach. Partnerships are complex, and you want to navigate via them and enhance along the way.

The future of digital payments

I’m excited with the aid of plenty. If I needed to pick one component, it would be how space is evolving so swiftly across all verticals. In 5 to 10 years, the manner we pay will be completely one of a kind. I’m clearly excited to look at adopting these rising technologies and how this can unlock better patron reviews. Take retail. Imagine a world wherein there’s a whole elimination of the conventional checkout revel in. Right beside our Manhattan headquarters, Amazon just opened a Go store. It’s a cashierless keep that eliminates checkout line wait time. You scan a QR code to enter, take what you want from the cabinets, and stroll out. It’s that simple.

With all this innovation, it’s important to word that there’ll remain many ways to pay. The enterprise will stay fragmented for a while. A few clients adapt speedily to modifications while others may additionally nevertheless favor using the traditional way to pay. While I’m in reality enthusiastic about the capacity some of these new experiences will free up, we’ll want to make certain we’re still meeting a spread of customer wishes and choices across a pretty wide spectrum.

Read Previous

Five Key Steps for Your Customer Service Automation Roadmap

Read Next

This AI Software Is ‘Coaching’ Customer Service Workers. Soon It Could Be Bossing You Around, Too