In this episode of The Modern Customer Podcast, David Kinzelman, Chief Customer Officer at United Airlines—the world's largest airline, known for its extensive international network, operational scale, and continued investment in digital innovation and customer experience—shares how the company scales CX through operations.

At United, CX isn't a layer on top of the business—it's 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: 👉 Measures performance through a customer lens—not just efficiency 👉 Uses tools like Agent on Demand to scale support during disruptions 👉 Enables real-time access to options and information 👉 Leverages AI and digital tools to improve speed, clarity, and responsiveness 👉 Delivers more personalized experiences through connectivity and data

But even with all the technology, one thing remains constant: 👉 It's the people—how they respond and deliver in the moment—that define the experience.

If you're leading CX, operations, or digital transformation, this episode breaks down what it actually takes to deliver consistent, high-quality experiences at scale.

🔗 Learn more:

United Airlines: https://www.united.com/ David Kinzelman: https://www.linkedin.com/in/david-kinzelman/

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

For regular updates on customer experience, sign up for her weekly newsletter here. Learn more at www.blakemichellemorgan.com