Luis Angel-Lalanne on How Customer Listening is Evolving

Be Customer Led

This week on Be Customer Led with Bill Staikos, we’re having a fascinating conversation with Luis Angel-Lalanne, Vice President, Customer Voice at American Express.

Luis has global responsibility for the Voice of Customer program and complaints reporting for the Global Services Group. The Voice of Customer program covers all servicing interactions and is the primary measure of customer experience success for the organization and for individual frontline colleagues.

Throughout today’s episode, we dive into Luis’s approach to customer listening, the evolution of customer listening, using customer listening to drive change within an organization, and more.

[01:20] Getting to Know Luis – We start the conversation with a brief look at Luis’s career, which he started as an engineer and transitioned into business.

[04:12] Evolution of Customer Listening - Luis shares his perspective on how the discipline of customer listening has changed over the years and what we can expect in the future.

[07:04] Luis’s Approach to Customer Listening – Luis shares the philosophy and the approach they follow for customer listening at Amex.

[10:11] Reporting vs. Insights – The measures implemented by Luis and his team to move away from traditional reporting and pivot toward deeper and more meaningful insights.

[13:26] Driving Change – Luis shares his perspective on how insightful information gathered via customer listening could be used to drive change within an organization.

[17:00] Journey Analytics – Luis shares his thoughts on how Amex’s approach to journey analytics and orchestration has evolved over the years.

[23:54] Future of Surveys – Luis’s perspective on the place surveys will have in the future of customer listening.

Resources:

Connect with Luis

LinkedIn: linkedin.com/in/luis-angel-lalanne/