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Session 6 | American Express
Bring Voice of the Customer to Life with a Customer-Centric Culture
Fernando F. Vejar Director of Customer Listening
American Express is known for its superior customer service — this didn't happen by accident. To be truly customer-centric you need to empower people at all levels of your organisation to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.
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