The Customer Experience Podcast 195. Customer Voice and Sentiment Analysis w/ Luis Angel-Lalanne
Apr 19, 2022
47:30
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 feedback
Using 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.
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 feedback
Using 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.