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CMSWire's CX Decoded catches up with Luis Angel-Lalanne with American Express, to discuss moving beyond transactional customer listening strategies.

United statesDom nicastroLuis angel lalanneSimpler media groupSkills your customer experience team needs toA foundation of customer obsessionYears of customer serviceAmerican expressCustomer voiceGlobal services groupNatural language processingEditor in chief rich heinManaging editor dom nicastroCustomer paradigm shiftScore partToward journey centric lens