Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score

Nov 21, 2019 - Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At American Express, that can mean combining Net Promoter data with other operational data and performing an analysis to uncover previously unrealized links that affect customer experience .