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.

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

At CVS Health, AI is helping teams better understand and engage consumers—through stronger data and analytics.

In this episode of The Modern Customer Podcast, Josh Weiner, Senior Vice President of Consumer Engagement & Analytics at CVS Health, breaks down what it actually takes to make AI work in healthcare. From predicting customer intent in the contact center to enabling more personalized and connected care, this conversation explores how AI is being applied in real-world environments.

The key takeaway: AI creates value when it's applied across the full customer journey—not just as a point solution.

Listen to the full episode to learn how leading organizations are using AI, data, and analytics to improve customer experience in healthcare.

Connect with Josh Weiner:
LinkedIn: https://www.linkedin.com/in/joshweiner2/

Learn more about CVS Health:
https://www.cvshealth.com

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

AI can handle millions of customer conversations—but only when the right data, workflows, and systems are in place.

Most companies underestimate what it actually takes to make that work.

In this episode, Nalin Gupta, Founder & CEO, Cignara breaks down why AI in customer support isn't plug-and-play—and what's required to make it accurate and reliable at scale.

We get into the foundation behind it: how organizations structure data, define workflows, and use continuous feedback to improve performance over time.

If you're thinking about AI in customer support, this is a more grounded look at what actually works in enterprise environments.

🎧 Listen to the full episode now! Learn more about Cignara at https://cignara.com/

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