Here is the full transcript of Ken Chenault, CEO of American Express at Stanford GSB View From The Top – Roanak Desai Memorial Talk.
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Introducing Speaker: And it’s my pleasure to introduce today’s speaker. Before I do that, I want to acknowledge this is our final VFTT for the year. And it’s the Roanak Desai Memorial talk. Roanak was a member of the MBA class of 2010. And we’re joined today by several of his classmates and friends as our special guests.
Roanak was a remarkable and accomplished individual. And as a student leader of the View From The Top series, he was passionate about exploring how prominent leaders who run some of the world’s most influential enterprises can truly impact the lives of millions. He recognized that each of these leaders have their own personal story, their own values and their own ideas about how to make change happen. His desire to learn from these individuals was motivated by a commitment to reflecting on his own personal leadership story. He aimed to leave a positive and significant mark on the world. But he wanted to do so in a way that was consistent with his values. To this end his talent and ambition was always complemented by his extraordinary warm spirit and his gracious good humor.
After Roanak’s untimely death, his classmates asked if we could dedicate one talk each year in his memory. This year we thought it was only appropriate to invite Ken Chenault to give this special talk, as Roanak interviewed Ken when he was last here in 2010. In the spirit of today’s talk, I encourage you to reflect not only on our speaker and the company that he runs but what his experience and the experience of all of the speakers in our series can teach you about your own role and potential as a leader. I hope and I think Roanak would also hope that this reflection helps you set your sights a little farther, challenge yourself a little bit harder and to challenge — and to think a bit more deeply about what it means to pursue a life of meaning and impact while staying true to yourself and the things that you value.
As a tribute to Roanak, before we begin, please join me in a moment of silence.
So now I’d like to welcome and introduce Ken Chenault, the chairman and CEO of American Express. He has been at American Express for more than 30 years, having joined the company in the strategic planning group in 1981. Before this, he worked as an associate at Roger & Wells after graduating from Harvard Law School and worked as a consultant at Bain & Company. He was promoted to President and COO at American Express in 1997 and was named CEO in 2001. American Express or Amex founded in 1850 as a Fortune 100 diversified financial services company with more than 30 billion in revenue. It’s one of the 30 companies that make up the Dow Jones Industrial Average and it’s best known for its credit card, charge card and traveler’s check business. Indeed Amex accounts for roughly 24% of the total dollar volume of credit card transactions in the United States. Much of their success stems not from an individual product, however, but for their longstanding prowess in consumer marketing and I’m sure you’re well aware of — membership has its privileges. Don’t leave home without it. These are just a couple of tag lines that really enter the American cultural lexicon. And as a result American Express is truly one of the best known brands in the world today and is consistently ranked among the world’s top 25 most valuable brands.
Another reason the brand is so valuable is Amex’s commitment and reputation for customer service. In 2012 JD Power ranked Amex highest for customer satisfaction among card issuers for the sixth straight year. Fortune recently listed as one of the 15 most admired companies in the world. Ken Chenault and his team have certainly played a critical role in building and maintaining a strong brand.