American Express
The Ask
A concierge on the phone, a dozen products in the wallet, no single front door. Build one for members, merchants, and Amex itself.
Unconventional Wisdom
“We’re more than a concierge. We’re the brand that unites the entire Amex ecosystem, where members, merchants, and Amex all win.”
The strategic turn that unlocked the program
Made
- GALILEO An AI concierge unifying the American Express ecosystem into one conversation.
- Working prototype Live conversational commerce across dining, travel, retail, and rewards.
- Ecosystem architecture Every Amex service mapped to a single member intelligence.
- Product vision film The story that carried the room.
Exceptional Outcomes
Engagement detail
Makeable partnered with American Express on a digital consulting engagement built around a single idea: one intelligence across everything Amex. Instead of separate experiences for cardmembers, merchants, and internal teams, the work explored one front door: a unified, AI-augmented layer connecting products, servicing, and data across the enterprise. This is the shape of Makeable’s AI consulting practice for financial services: human-led product strategy first, ethical AI where it genuinely compounds value, and enterprise-grade digital product thinking to hold it together. Engagements like this one sit at the intersection of AI consulting, digital transformation, and experience design, helping a Fortune 100 institution behave like one company to every person who touches it. Makeable is a Creative Capital Studio in New York.
Part of Makeable’s AI & Digital consulting practice, New York.