Skift Global Forum 2019: How American Express Is Improving Customer Experience with a Focus on Meaningful Moments
Skift Take
Consumers are so overwhelmed by choice these days, they sometimes simply give up on travel plans altogether. Brands like American Express Travel are hoping to end that lamentable state of affairs by combining old-school service with new technological tools that make the complete “customer journey” both high tech and high touch.
Nearly half of all consumers feel like they’ve overpaid for their recent vacation, said Audrey Hendley, president of American Express Travel, at the Skift Global Forum 2019. About one in five decided that travel planning was so complex, they ultimate gave up on taking a trip at all. But the most shocking stat she shared was this: “Forty percent of customers believe that finding their perfect travel exper
