{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"United Airlines\u2019 Chief Customer Officer on Scaling CX Through Operations","description":"In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines\u2014the world\u2019s largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience\u2014shares how the company scales CX through operations. At United, CX isn\u2019t a layer on top of the business\u2014it\u2019s built into how the system runs. From putting the customer at the center of operational metrics to continuously eliminating friction across the journey, decisions are made with customer impact in mind. David shares how United: \ud83d\udc49 Measures performance through a customer lens\u2014not just efficiency \ud83d\udc49 Uses tools like Agent on Demand to scale support during disruptions \ud83d\udc49 Enables real-time access to options and information \ud83d\udc49 Leverages AI and digital tools to improve speed, clarity, and responsiveness \ud83d\udc49 Delivers more personalized experiences through connectivity and data But even with all the technology, one thing remains constant: \ud83d\udc49 It\u2019s the people\u2014how they respond and deliver in the moment\u2014that define the experience. If you\u2019re leading CX, operations, or digital transformation, this episode breaks down what it actually takes to deliver consistent, high-quality experiences at scale.  \ud83d\udd17 Learn more: United Airlines: https:\/\/www.united.com\/ David Kinzelman: https:\/\/www.linkedin.com\/in\/david-kinzelman\/ &amp;nbsp;    Blake Morgan&amp;nbsp;was called \u201cThe Queen of CX\u201d by Meta. She is a customer experience futurist and author of three books on customer experience.&amp;nbsp;Follow Blake Morgan on&amp;nbsp;LinkedIn  For regular updates on customer experience,&amp;nbsp;sign up for her weekly newsletter here. Learn more at&amp;nbsp;www.blakemichellemorgan.com&amp;nbsp; ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/41042000\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/201266475"}