From Conversations to Customer Confidence: How United Airlines Turns Feedback into Better Experiences

Every customer conversation contains signals about what travelers need, expect, and remember. United Airlines is using AI to turn those moments into faster action and better customer experiences at scale. In this fireside chat, Asif Majeed, Senior Manager of Global Contact Centers CX, Performance and Analytics at United Airlines, joins Cresta Head of Aviation Barry Chester to discuss how they’re transforming the contact center from a support function into a real-time customer intelligence engine. They’ll share how AI is helping agents deliver more personalized service, uncover friction across the traveler journey, and drive faster decisions across the business while keeping customer trust and experience at the center.