The Cost of Modernization at the Airline

On your first day as CEO, you walked right into the United Headquarters to news reports of a major IT meltdown at the airline. Why do you think this continues to be a problem and how does this actually get addressed? Well, from the airline perspective, you mentioned a great point. On my first day and our CIO, they are now our chief customer officer. She has emerged wonderfully. We started the migration to the cloud way back then. It is time consuming. It costs money and it requires a lot of focus and effort.