American Airlines Is Using AI Across the Customer Journey

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 "a calm and easy, seamless experience."

Tune in to The Modern Customer Podcast to hear how American Airlines is approaching AI and CX at scale—and where Heather sees opportunities to improve the customer journey.

Blake Morgan was called "The Queen of CX" by Meta. She is a customer experience futurist and author of three books on customer experience. Follow Blake Morgan on LinkedIn

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