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How American Express Boosted Survey Response Rates Up To 3x

Blog: Forrester BPM Center of Excellence

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Luis and his team made incredible progress, resulting in 2.5–3x higher response rates! In some functions in certain countries, response rates even increased by 8x. Luis generously agreed to […]

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