American Express on AI-Powered Personalization at Scale
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American Express on AI-Powered Personalization at Scale
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Summary
American Express is using AI-powered personalization to help frontline teams deliver faster, more relevant support while preserving the human connection behind premium service.
This week on The Modern Customer Podcast, Anthony Devane, EVP and Head of Global Support Enablement and Control, Global Servicing at American Express, shares how his team is scaling AI and GenAI across servicing, travel, chat, and digital experiences while balancing personalization, trust, compliance, and customer expectations.
A thoughtful conversation on how leading brands are using AI to reduce friction, strengthen customer relationships, and scale premium service across global operations.
🎧 Listen to the full episode!
Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn
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