Chief Learning Officer - March 2008 - (Page 26)

clo profile American Express’ Jeanette Harrison: Learning as a Service Brian Summerfield Jeanette K. Harrison, vice president of the American Express Learning Network, truly believes in the power of education. She applies this view to her work, which involves preparing thousands of the company’s employees to provide exceptional service to customers. “In essence, I’m a corporate problem solver.” – Jeanette K. Harrison, Vice President, American Express Learning Network The stated mission of the American Express Learning Network is to “ready all those who serve.” That objective pertains to the approximately 15,000 customer-care professionals within the company’s Service Delivery Network, which is responsible for assisting cardmembers and merchants with needs ranging from processing new accounts to card remittance. Jeanette K. Harrison, vice president of the American Express Learning Network, has spent more than three years leading efforts to better prepare the people who are providing these crucial services to customers. And although she’s rolled out a number of initiatives that have contributed significantly to improvements in performance during this time, she’s hardly getting complacent. “We’re making progress, but we will not rest on that,” she said. “It’s simply too important to us to do better each and every day. One of our 2008 objectives in service is to enhance the culture of ‘will to learn.’ We believe — notwithstanding what we’ve invested to date — that all of us have to learn as one mechanism to stay ahead of the competition and ensure our customers are as well served as they can be. That gets to the issue of being exceptional. We’re not looking for service — we’re looking for extraordinary service.” Harrison — who holds a master’s degree in student development and higher education administration from American University and a doctorate in public policy from the University of Southern California — began her career in university administration. She March 2008 I www.clomedia.com I Chief Learning Officer 26 http://www.clomedia.com

Table of Contents Feed for the Digital Edition of Chief Learning Officer - March 2008

Chief Learning Officer - March 2008 Editor's Letter Table of Contents Imperatives Selling Up, Selling Down Strategies Take Five Learning Solutions The Treasury Board of Saskatchewan: Training the Trainers With Experiential Learning Clo Profile Environment Xerox: Creating a Learning Masterpiece Tactics Capturing the Knowledge of the Workforce Productivity Succession Planning Tips from the U.S. GAO Human Capital Influencing Competency Management Case Study Case Study Business Intelligence Advertisers' Index Editorial Resources In Conclusion

Chief Learning Officer - March 2008

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