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":"d3c82684e73b8f81b93b292e9226091c","s":"2115dca59158edd4"}