Don’t live life without IT - how American Express is tapping into tech to widen the aperture on its view of the card-holding customer
It’s CEO Stephen Squeri’s 41st year at American Express, so it’s safe to say that this is guy who’s seen a few changes in his time, both within the organization and without in the wider Financial Services sector. He suggests:
When we take a step back, I think what's changed is, we've committed more to truly understanding what our customer needs and where our customer is going. What's fundamental is that we've done, I think, a much better job as a team understanding the customer because this business is all about the customer.
He goes on:
The other thing that we have done is really we have expanded our aperture of who our customer is. Fundamentally we believe, and we've always believed, that our customer is a high-spending, high-creditworthy, premium aspirational customer. I think where we've pivoted is that before the pivot, we defined that as a specific cohort. The...
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