{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"American Airlines Is Using AI Across the Customer Journey","description":"From AI-powered trip discovery to proactive service recovery, Heather Garboden, SVP and Chief Customer Officer at American Airlines, shares how technology and people work together to make travel easier. As a Fortune 100 company serving more than 220 million passengers a year, American operates customer experience at an enormous scale. Hear how the airline connects digital and human touchpoints and works to create what Heather calls \u201ca calm and easy, seamless experience.\u201d Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale\u2014and where Heather sees opportunities to improve the customer journey.    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\/42639500\/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\/205661140"}