United Airlines’ Guide to Improving Customer Experience Through Technology

  

United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. Linda Jojo, EVP and Chief Customer Officer, is leading this transformation by integrating technology with a customer-first approach. “It’s about using technology to improve both employee and customer experiences,” she explains.

Linda’s strategies offer valuable lessons for CX professionals seeking to enhance their own operations:

1. Empower Employees with Seamless Tools
   Tools like Agent on Demand simplify work for employees and improve customer service by reducing wait times and frustration.
2. Leverage AI for Better Communication
   United’s Every Flight Has a Story uses AI to provide clear, real-time updates on delays, easing passenger anxiety with easy-to-understand explanations.
3. Prioritize a Mobile-First Experience
   United’s app provides real-time updates, turn-by-turn airport directions, baggage tracking, and rebooking options. These features empower passengers to manage their travel efficiently, reducing bottlenecks.
4. Personalize the Experience Using Data
   United uses customer data to tailor interactions, recognizing frequent flyers and adjusting to preferences, ensuring every customer feels valued.
5. Proactively Manage Disruptions with AI
   United’s Connection Saver uses AI to decide whether flights can be held for connecting passengers, saving the travel plans of 700,000 customers last year. This proactive approach reduces delays and stress.

United’s customer experience approach combines digital innovation and employee empowerment to address common pain points like flight delays and long waits. By focusing on personalization, clear communication, and self-service tools, United sets a standard for improving customer satisfaction. Linda Jojo’s strategies offer a practical blueprint for CX leaders in any industry to create efficient, personalized, and meaningful customer interactions.