NEW YORK – After looking at customer experience as an investment rather than a cost, American Express saw that its new attitude toward customers had significant effects on spending, according to an American Express executive at Forrester's Customer Experience Forum 2011.
{"ct":"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","iv":"483dbe1eaab65f5a0f53442f3e4eb968","s":"e460a9d741795aaf"}