American Express: Trends in web usage by clients

An interesting press release from American Express discussing how web usage for 401K retirement account transactions has grown since they introduced it in 1999.

More than 60 percent of account transactions made by American Express-serviced 401(k) and other defined contribution participants occur over the Internet, according to findings from the most recent analysis of service channel use conducted by American Express Retirement Services. This number far exceeds the other two primary channels available, with about 20 percent of participants now conducting transactions via an American Express telephone service representative and 15 percent through the interactive voice response (IVR) system.

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