CX Cast Replay: Amex Takes VoC To The Next Level
Update: 2025-07-29
Description
Originally episode 283, this recording focuses on how American Express evolved their VoC program.
Show Notes:
Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.
Related content:
283: Amex Takes VoC To The Next Level - Forrester
319: The Future Of VoC - Forrester
Show Notes:
Originally episode 283, this recording focuses on how American Express evolved their VoC program. Luis Angel-Lalanne, VP of Customer Voice at Amex, shares his organization’s journey from survey fundamentals to a robust feedback program that continuously engages stakeholders in CX understanding and drives action.
Related content:
283: Amex Takes VoC To The Next Level - Forrester
319: The Future Of VoC - Forrester
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