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American Express

Listen and Act: How AMEX Pairs Listening & Incentives to Bring the Voice of the Customer to Life

Luis Angel-Lalanne|VP, Customer Listening

To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to learn from your customers. Find out how American Express employs a broad spectrum of approaches (from call listening to advanced modeling) to empower employees and uncover meaningful insights to create world-class Customer Experiences.

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