Revolutionizing the Customer Experience_ Innovating and Scaling within Enterprise Organizations by American Express VP of Product.pdf
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During this session, learn insights and best practices from Margaret Ryan, Amex's VP of Emerging Payments Product Management, on delivering meaningful product experiences within a large organization, leveraging Amex’s journey to partner with Google to provide customers with a virtual card number (VCN) autofill experience–which completed its roll out in March of this year.
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Revolutionizing the Customer Experience_ Innovating and Scaling within Enterprise Organizations by American Express VP of Product.pdf
- 1. Revolutionizing the Customer Experience: Innovating and Scaling within Enterprise Organizations by American Express VP of Product productschool.com
- 2. Accelerate your Product Management Career Certifications Product Manager Certification™ Product Leader Certification™ productschool.com/online
- 3. Team Training Level Up Your Team’s Product Management Skills productschool.com
- 4. Resources Free Product Management Resources Events Courses Podcasts Newsletters Communities eBooks and Reports productschool.com/resources
- 5. Innovating and Scaling within Enterprise Organizations MAY 31, 2023 MARGARET RYAN, VP PRODUCT MGMT
- 6. 6 Margaret Ryan VP, Emerging Payments Amex Digital Labs • Joined Amex in 2013 • Started on Amex Offers • Moved to Digital Payments
- 7. AGENDA 7 01 02 03 EXAMPLES IN ACTION INNOVATING AT AN ENTERPRISE LEVEL SUMMARY
- 8. INNOVATION INSIDE A BIG COMPANY IS __________ 8
- 9. INNOVATION INSIDE A BIG COMPANY IS ESSENTIAL 9
- 10. INNOVATION INSIDE A BIG COMPANY IS EASIER 1 0
- 11. INNOVATION INSIDE A BIG COMPANY IS EVERYWHERE 1 1
- 12. 12
- 13. 13
- 14. ENTERPRISE INNOVATION PARTNERS CONSISTS OF THREE TEAMS 14 Strategic Partnerships Amex Digital Labs Corporate Development / Amex Ventures
- 15. TAKING AN OUTSIDE-IN PERSPECTIVE, WE HAVE 6 KEY FOCUS AREAS… 15 PAYMENTS COMMERCE MEMBERSHIP BLOCKCHAIN & WEB3 AI & NEXT-GEN SERVICING R&D / DISRUPTIVE TECH LABS CORE FOCUS AREAS CONTINUOUSLY GRADUATING PRODUCTS TO BUS RTP / Open Banking QR Payments Card Provisioning Virtual Card Financial Tools Future of Travel & Experiential Sustainability Dining Wallets + Financial Services NFTs Data + Infrastructure Sentiment Analysis Language Translation Predictive Search Servicing & Travel Automation Natural Language Processing Agent Automation Biometrics XR Hyper-personaliz ation Advanced Connectivity Future of Work Click to Pay (SRC) Amex Band Amex for Developers Financial Planning Checking/D ebit
- 16. … AND HAVE ROOTED OUR AMBITION IN KEY MEASURES OF SUCCESS THAT WE TRACK TOWARDS YEARLY AND OVER TIME 16 REVENUE GROWTH CUSTOMER ENGAGEMENT / SATISFACTION NEW PRODUCTS LAUNCHED SPEED TO MARKET 1 2 3 4
- 17. OUR TEAM IS STRUCTURE INTO THREE TYPES OF ROLES, WITH A UNITED APPROACH TO SOURCING THE BEST TALENT 17 PRODUCT MANAGEMENT Ideating, creating, delivering, and managing best in class products and experiences PRODUCT ENABLEMENT Driving speed to market while balancing the critical need for controls, as well as providing tools and consultative guidance to enable agility across the team BUSINESS DEVELOPMENT Identifying market and partner opportunities, and defining and executing strategies to deepen customer value through tech solutions TALENT ATTRIBUTES TALENTED | DIVERSE | GROWTH MINDSET | CUSTOMER CENTRIC | ADEPT WITH TECH | CURIOUS
- 20. VIRTUAL CARD NUMBER Source: 1) Morgan Stanley, June 2022 20 EMERGING TREND CUSTOMER PROBLEM EASIER, SECURE WAY TO PAY ONLINE BUSINESS STRATEGY 20%+ E-COMM SHARE OF GLOBAL RETAIL SALES IN ‘211 INCREASE E-COMM SPEND INTERNAL / PARTNER NETWORK CUSTOMER REACH GIFT OF TIME ’22-’23
- 21. VIRTUAL CARD NUMBER ENROLLMENT EXPERIENCE 1. Make a purchase using Google Chrome 2. Save your Card to your Google Account 3. Enroll your Card for an Amex virtual card number 21
- 23. VIRTUAL CARD NUMBER RESULTS Source: 1) Google analysis specific to Autofill as a whole Most popular merchants by spend are in the travel industry Large number of transactions for tax services in Q1 50% faster checkout1 23
- 24. 24 EXAMPLES IN ACTION SUMMARY DRIVERS OF OUR SUCCESS Leadership and stakeholders who believe in and invest in innovation Great talent who believe in the mission Innovating just at the boundary to make progress without breaking trust Have established a track record of piloting with some successes that are ready to scale across the enterprise Leveraged the power of enterprise backing
- 26. Part-time Product Management Training Courses and Team Training productschool.com