American Express on AI-Powered Personalization at Scale
About this episode
The episode discusses how American Express is leveraging AI for personalized customer support while maintaining a human touch.
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 For regular updates on customer experience, sign up for her weekly newsletter here . Learn more at www.blakemichellemorgan.com
People in this episode
Host: Blake Morgan
Guest: Anthony Devane
Topics covered
- AI-powered personalization
- customer experience
- global operations
- customer support
- trust and compliance
Keywords
- AI
- personalization
- customer support
- American Express
- customer experience
- global servicing
- trust
- compliance
Mentioned in this episode
Organizations: American Express, Meta
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