American Express: Scaling AI with Trust, Governance, and Continuous Modernization

“Technology at American Express provides the foundation for everything we do at the company,” shares Ravi Radhakrishnan, EVP & CIO of American Express, as he outlines the company’s AI strategy, continuous modernization philosophy, and data-driven customer focus.

In this episode, Ravi offers an inside look at how American Express is evolving its technology foundation to power trust, security, and world-class service. From AI governance to the Intuitive Servicing Portal, he breaks down key strategies shaping the company’s digital future.

Key highlights:

• Continuous modernization through foundational technology reuse

• AI governance via a Generative AI Council and risk frameworks

• Data as a strategic asset for fraud detection and customer personalization

• Curating a diverse AI ecosystem with flexible enablement layers

• Future trends in AI, including agentic AI and quantum intersections