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Customer Experience:
From Theory to Practice

Session airs August 29, 2019 | 11:00 AM AEDT

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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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