American Express Global Business Travel transitioned "nearly 25 percent of its travel counselors" to a virtual, home-based network

as part of a multi-year pilot, the company announced. Amex will "continue the evolution of servicing by transitioning more" front-line agents to that network. The program provides more flexible and immediate service, and attracts a "more experienced and engaged workforce," according to Julie Bottner, executive vice president and global service delivery general manager. "Clients working exclusively with virtual servicing teams reported higher satisfaction levels, and our employee engagement and loyalty results increased."