American Express is not just a major credit card company. It is an international financial services powerhouse with several businesses scattered around the world. Being such a large company means that they must constantly change to keep up with the rest of the business environment and remain competitive. A recent overhaul of the American Express Financial Advisor's division was the latest change. Until recently, the company was organized in a functional design. Clear chains of command and a network of rules and procedures guided most of the firm's activities.
Concerned about backlashes from customers, and Internet
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