American Express partnered with COFFEE to transform employee training through immersive virtual reality. The project focused on Customer Care Professionals working at the Centurion Lounges in JFK and LAX airports, where delivering premium service is essential.

The VR training experience combined photorealistic CGI 360° lounge environments with 2D and green screen video elements, creating realistic simulations of day-to-day scenarios. Authentic Amex talent voiceovers, along with professional music and sound effects, guided learners through interactive role-play exercises.

By moving beyond traditional methods, American Express reimagined training as a virtual service simulation, giving staff the chance to practice customer interactions in a safe, repeatable, and highly engaging environment. The result was a forward-thinking solution that elevated training quality while preparing teams to deliver the exceptional service expected at Centurion Lounges.

See it here: American Express Lounge Tour

COMPANY: COFFEE