Name: 2296: AMEX and The Tech Transforming Financial Services
Uploaded: 2023-03-09T15:07:08.000Z
Duration: 867
Description: Did you know that last year, Qualtrics analyzed 2 billion conversations and 16 billion surveys? That's a lot of data on customer experiences. And this week, at...

Did you know that last year, Qualtrics analyzed 2 billion conversations and 16 billion surveys? That's a lot of data on customer experiences. And this week, at the X4 Experience Management Summit in Salt Lake City, around 10,000 attendees are discussing how technology can turn a customer into a fanatic, an employee into an ambassador, and a product into an obsession.

One of the companies speaking at the event is AMEX, and they are on our panel discussing how they are transforming financial services with XM. AMEX has set the bar high regarding customer service, and they continue to make world-class service a key differentiator. But how do they stay ahead of the game?

CX is embedded in the culture at AMEX, and they have had a program since 2007. They are now looking at how they approach this from not just a transactional lens, but a journey-centric lens. At the heart of all this is the idea that technology can make businesses more human.

Luis Angel-Lalanne from American Express shares how they transformed how customer sentiment is gathered to help improve their CX. Join us as we explore this fascinating topic in today's podcast.