Kenneth Chenault on customer service
From Revolutionizing CX with AI: Crescendo x PartnerHero NYC Event with Fareed Zakaria & Ken Chenault · · Crescendo
“Most of our competitors would not sustainably invest in customer service because they just didn't get it and they looked at it, you know, it was a capability where they would periodically cut when they needed to meet their numbers.”
On , Kenneth Chenault, Former Chairman & Chief Executive Officer at American Express, spoke about customer service during Revolutionizing CX with AI: Crescendo x PartnerHero NYC Event with Fareed Zakaria & Ken Chenault on Crescendo.
About Kenneth Chenault
Kenneth Chenault, former chairman and CEO of American Express and current chairman and managing director of General Catalyst, has been active in venture capital and corporate board roles. In May 2024, he discussed Bilt Rewards, a platform that allows renters to earn points on rent payments, describing it as "the first neighborhood loyalty platform." Chenault serves as chairman of Bilt Rewards' board dropped. He also serves on the boards of Airbnb, Berkshire Hathaway, and other organizations. Chenault has continued to speak publicly about racial equity and corporate responsibility. Following the murder of George Floyd, he co-founded with Ken Frazier an initiative focused on creating one million family-sustaining jobs for Black Americans without college degrees, which he said has secured commitments from 60 Fortune 100 companies. He has described voting rights as "a fundamental right of Americans" and said that over 300 companies joined a corporate effort he helped organize to advocate for equitable voting access. Chenault has stated that "corporations exist because society allows us to exist" and that they have "a responsibility to help build a healthy society." He has also expressed concern about efforts he described as "a very deliberate intentional effort to make it very difficult for people to vote and particularly for blacks to vote."