One of United’s biggest challenges—one that other industries face as well—is how to use emerging technologies to deliver value to customers. We have all kinds of information at our disposal. We’re already using it to adjust schedules on the fly. If Rensselaer, Saint Rose, and Skidmore are graduating on the same weekend, we can add flights and change the planes we fly. Now we’re partnering with Apple and IBM to enhance the customer experience. We know who the first-time fliers are.
We know who the road warriors are. We know what their previous flights with United were like. So we’re using data analytics, machine learning, and digital technology to put that information at the fingertips of our gate agents and other employees so they can better serve the customer in face-to-face situations. It’s a very Rensselaer-like project in that way. It’s all hands on deck. It’s pulling in people from across disciplines and drawing on outside partners and challenging people to think critically and creatively.