18-19 March 2026 | Royal Randwick Racecourse, Sydney, Australia
Where Real Engagement Meets Real Opportunity
Andrew Cannington
General Manager APAC Cresta
Customer Contact Week ANZ 2026 - Day One
4:40 PM Partner Case Study | How United Airlines Is Building an AI-Driven, Action-Oriented Contact Center
United Airlines is transforming its contact center by combining real-time agent support with a structured insights-to-action engine. Rather than treating AI as a standalone tool, United has built an operating model where frontline execution and enterprise decision-making continuously inform one another. The result is faster response times, more confident CX decisions, and a smarter organization over time.
In this session, you’ll learn how United Airlines:
Empowered agents in the moment with AI-driven guidance that improved productivity and experience
Turned customer conversations into a real-time radar for faster, more confident CX and policy decisions
Built a continuous improvement flywheel where frontline execution and leadership insight reinforce each other
United Airlines is transforming its contact center by combining real-time agent support with a structured insights-to-action engine. Rather than treating AI as a standalone tool, United has built an operating model where frontline execution and enterprise decision-making continuously inform one another. The result is faster response times, more confident CX decisions, and a smarter organization over time.
In this session, you’ll learn how United Airlines:
Empowered agents in the moment with AI-driven guidance that improved productivity and experience
Turned customer conversations into a real-time radar for faster, more confident CX and policy decisions
Built a continuous improvement flywheel where frontline execution and leadership insight reinforce each other
Check out the incredible speaker line-up to see who will be joining Andrew.
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