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

Technovation with Peter High (CIO, CTO, CDO, CXO Interviews)

“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