CX Cast Replay: Amex Takes VoC To The Next Level

Recurring CX Cast guest Su Doyle joins Angelina to dive into stakeholder management, discussing how to identify and prioritize stakeholders and various tools and strategies to engage them effectively. Su shares valuable insights on creating stakeholder personas and aligning metrics to drive collaboration and success. 

In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP principal analyst Paul Miller and CX researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design.