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

415: Journey Innovation

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.