Eighty-plus systems into one view, and pre-call preparation from 23 minutes to 7.
A data platform consolidating 80+ source systems into a single view with next-best-action guidance for sales agents, delivered for American Express via IBM.
Sales agents assembled the picture of a client from dozens of systems before each call. Campaign creation took a year.
Delivery of a data platform that pulled analysed data from 80+ systems into one summarised view, with talking points and best-time-to-call guidance for agents, on a stack spanning Salesforce, big data, cloud and machine learning with a low-code rules engine.
10 out of 10 client satisfaction across six semiannual surveys over three years, with zero team attrition across the final four quarters. Coached client executives on SAFe and Agile at scale.
| 23 → 7 min | Pre-call preparation, roughly 3x more calls per representative. |
| +10% | Conversion. |
| +15% | Customer satisfaction. |
| 12 → 3 mo | Campaign creation cycle. |
| 20% → 45% | Click and open rates on personalised campaigns. |
Large-scale data and AI delivery in a regulated institution, sustained over years with a client that kept scoring it 10 out of 10.