United Airlines’ Guide to Improving Customer Experience Through Technology [Video]

This week on The Modern Customer podcast, Linda Jojo, EVP, Chief Customer Officer at United Airlines, reveals how the airline is transforming customer experiences by harnessing the power of AI, mobile apps, and real-time communication—while maintaining a strong focus on customer service.

Learn how innovative tools like Agent on Demand and Connection Saver are reducing friction in travel, and discover what’s next for United as they continue to push the boundaries of technology in aviation.

BOOKMARKS:
00:00 Introduction
02:16 Linda’s Career Journey and Technological Focus
04:04 United’s Customer Experience and Technology Initiatives
05:35 Innovative Technology: Agent on Demand and AI
08:46 Enhancing the United App and Customer Experience
13:25 Success Metrics and Operational Insights
20:29 Future Goals for United’s Customer Experience
24:40 Rapid Fire Questions with Linda Jojo

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Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer. For regular updates on customer experience, sign up for her weekly newsletter here. https://blakemorgan.substack.com/

Visit her website here: https://blakemichellemorgan.com/