American Express on AI-Powered Personalization at Scale

American Express is responding to rising customer expectations with AI-powered personalization designed to make support faster, more relevant, and more seamless across every interaction.

As customers increasingly expect experiences tailored to their preferences and needs, the company is using AI and GenAI to help frontline teams reduce friction while preserving the human connection behind premium service. From AI-powered travel recommendations to context-aware customer servicing, American Express is using technology to strengthen customer relationships—not replace them.

This week on The Modern Customer Podcast, Anthony Devane, Executive Vice President and Head of Global Support, Enablement and Control, Global Servicing at American Express, explains how the company is scaling AI-powered personalization across customer servicing, travel, chat, and digital experiences.

The conversation explores how American Express combines AI-enabled insights with human expertise to deliver more personalized, relationship-driven support at global scale. Anthony also shares how the company approaches responsible AI adoption across a highly regulated industry, balancing innovation, trust, compliance, and customer expectations while keeping human connection at the center of the experience.

Key highlights from the conversation:

• What technology-powered, relationship-driven servicing looks like at global scale
• How American Express is using AI-powered personalization to make premium service feel more human
• How trust and responsible AI adoption are shaping customer experience innovation
• Why customer satisfaction remains central as AI reshapes the service experience

🎧 Listen to the full episode and follow The Modern Customer Podcast to hear how Anthony Devane leads global servicing and support enablement teams at American Express to scale AI-powered personalization while preserving the human side of premium customer service.