How does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.   
We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   
In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback. 
Lewis and I also talked about:
How Amex handles CX internally 
Best practices for executing customer surveys for high quality data 
A playbook on balancing and processing qualitative and quantitative feedback
Using NLP to uncover patterns from customer surveys 
What implementing new CX technology looks like at Amex   


Check out these resources we mentioned during the podcast:
Luis Angel Lalanne  
American Express  
University of Michigan 
USAA 
Lippincott Human Era Index  
Sea Scouts  


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