Ateneo Professor on Entrepreneurship
From Wall Street Journal January 13, 2013
American Express plans to cut 5,400 jobs in its travel unit amidst latest trends to have travel and hotel booked on line. It costs 3x as much according to corporate clients to book tickets and reservation with customer service agents than to book online. Amex Kenneth Chenault said that there would be no changes in customer service; the business though has been changed by technology.
Revenues of travel business was at $l4.3 Billion for the first nine months of 2012.
Did the senior officers see this changes in external environment earlier or later?
What would happen to its laid off employees?
How would Amex reinvent itself?
Amex to lay off 5,400 employees in its travel unit
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