American Express on AI-Powered Personalization at Scale

The Modern Customer Podcast by Blake Morgan

May 12, 202623:06Business

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, A...

Related Episodes

Continue listening to more episodes from The Modern Customer Podcast.

How AI Speeds Up Support and Guides Service Teams

Sep 8, 2026 - 25:56

When you're handling 120,000 support tickets a year, including requests from truck drivers who need help...

American Airlines Is Using AI Across the Customer Journey

Sep 1, 2026 - 28:57

From AI-powered trip discovery to proactive service recovery, Heather Garboden , SVP and Chief Customer O...

New York Life Is Turning Customer Feedback Into a Decision Engine

Aug 25, 2026 - 27:46

For a 180-year-old Fortune 100 company, modernization requires more than adopting new technology. New Yor...

How Alaska Airlines Is Transforming the Customer Journey With AI

Aug 18, 2026 - 24:15

Alaska Airlines is proving that the best CX transformations make complexity disappear for customers. As A...

How FedEx Uses AI to Deliver Visibility, Control, and Peace of Mind

Aug 11, 2026 - 26:45

FedEx moves 18 million packages every day, but customers shouldn't have to feel the complexity behind any...

Virgin Atlantic Launches the First Airline App in ChatGPT

Aug 4, 2026 - 23:59

Virgin Atlantic is the first airline in the world to launch an app within ChatGPT. What could this mean f...

How End-to-End Testing Builds Better AI Customer Experiences

Jul 28, 2026 - 26:12

AI readiness goes beyond testing the model. Even strong AI can fall short when it relies on outdated info...

How TIAA Is Using AI to Personalize the Future of Retirement

Jul 21, 2026 - 18:18

Personalization could transform the future of retirement planning. This week on The Modern Custome Podcas...