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Revolutionizing the Customer Experience:
Innovating and Scaling within Enterprise
Organizations
by American Express VP of Product
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Innovating and Scaling within Enterprise Organizations
MAY 31, 2023
MARGARET RYAN, VP PRODUCT MGMT
6
Margaret Ryan
VP, Emerging Payments
Amex Digital Labs
• Joined Amex in 2013
• Started on Amex Offers
• Moved to Digital Payments
AGENDA
7
01
02
03
EXAMPLES IN ACTION
INNOVATING AT AN ENTERPRISE LEVEL
SUMMARY
INNOVATION INSIDE A BIG
COMPANY IS __________
8
INNOVATION INSIDE A BIG
COMPANY IS ESSENTIAL
9
INNOVATION INSIDE A BIG
COMPANY IS EASIER
1
0
INNOVATION INSIDE A BIG
COMPANY IS EVERYWHERE
1
1
12
13
ENTERPRISE INNOVATION PARTNERS
CONSISTS OF THREE TEAMS
14
Strategic
Partnerships
Amex Digital Labs
Corporate
Development /
Amex Ventures
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
… 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
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
18
CLASSIC
PRODUCT
MANAGEMENT
WITH ENTERPRISE
BACKING
ELEGANT
SOLUTION
IMPACTFUL
INNOVATION
EMERGING
TREND
CUSTOMER
PROBLEM
BUSINESS
STRATEGY
INTERNAL /
PARTNER
NETWORK
CUSTOMER
REACH
GIFT OF
TIME
19
EXAMPLES
IN ACTION
EXAMPLE
IN ACTION
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
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
VIRTUAL CARD
NUMBER
CHECKOUT
EXPERIENCE
22
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
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
25
EXAMPLES
IN ACTION
THANK YOU
Part-time Product Management
Training Courses
and Team Training
productschool.com

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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