195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalanne

How does an iconic brand like Amex evolve to stay connected to their customers? By driving their CX Experience with innovation.   We take a deep dive into customer surveys and look at how Amex uses the latest technology to collect and distill relevant data.   In this episode, I interview Luis Angel Lalanne , Vice President, Customer Voice at American Express , about improving customer listening using technological tools that allow for higher quality customer feedback. Lewis and I also talked about:How Amex handles CX internally Best practices for executing customer surveys for high quality data A playbook on balancing and processing qualitative and quantitative feedbackUsing NLP to uncover patterns from customer surveys What implementing new CX technology looks like at Amex   Check out these resources we mentioned during the podcast:Luis Angel Lalanne  American Express  University of Michigan USAA Lippincott Human Era Index  Sea Scouts  Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts , Spotify , Google Play or Google Podcasts , and find more episodes on our blog. Listening on a desktop & can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.