The Tech Blog Writer Podcast - Inspired Tech Startup Stories & Interviews With Tech Leaders, Entrepreneurs And Innovators

Did you know that last year, Qualtrics analyzed 2 billion conversations and 16 billion surveys? That's a lot of data on customer experiences. And this week, at the X4 Experience Management Summit in Salt Lake City, around 10,000 attendees are discussing how technology can turn a customer into a fanatic, an employee into an ambassador, and a product into an obsession. One of the companies speaking at the event is AMEX, and they are on a panel discussing how they are transforming financial services with XM. AMEX has set the bar high regarding customer service, and they continue to make world-class service a key differentiator. But how do they stay ahead of the game? CX is embedded in the culture at AMEX, and they have had a program since 2007. They are now looking at how they approach this from not just a transactional lens, but a journey-centric lens. At the heart of all this is the idea that technology can make businesses more human.  Luis Angel-Lalanne from American Express shares how they transformed how cu