United Airlines' Tech Journey with Cisco: Improving Customer Experience Through Technology

Have you ever wondered how one of the world's largest airlines ensures that every passenger interaction is seamless, both on the ground and in the air? Today, I'm joined by Dan Field, Director of Platform and Network Engineering at United Airlines.    Dan brings a wealth of experience integrating cutting-edge technology to enhance customer experiences and operational efficiency at United. With tools like Cisco's AppDynamics and innovative solutions like Agent on Demand, Dan and his team are revolutionizing travel.   Agent on Demand allows passengers to connect with agents via call, text, or even video chat. This service eliminates the need to physically wait in line, offering a more convenient option for travelers to manage their journey—everything from seat assignments to boarding times can be handled through a simple QR code scan.   Today's discussion isn't just about the technology itself but about how United Airlines leverages these advancements to significantly improve organizational efficiency and customer satisfaction.   Listeners, as we explore these technological innovations, what are your thoughts on how such technologies could further enhance your travel experiences? Have you encountered any tech-driven solutions during your flights that made a significant difference? Join the conversation and share your views.