Join us as Heather Garboden, Chief Customer Officer at American Airlines, reveals how the airline is reshaping customer loyalty beyond traditional rewards programs. From enhancing digital tools to elevating premium experiences, Heather shares how data-driven insights and cross-team collaboration are driving initiatives that make travel easier, more personalized, and truly seamless across the OneWorld alliance.

Discover how small operational changes—like improved boarding processes and reduced gate-checked bags—are creating big wins for both customers and the airline. This episode dives into the emotional connection, trust, and reliability that American Airlines fosters to turn everyday travelers into lifelong advocates.

Hosted by Bridget Blaise-Shamai 

Show Notes:

1) Heather Garbodin

2) American Airlines

3) Grit: The Power of Passion and Perseverance 

4) Moments of Truth

5) AAdvantage from American Airlines – Insight-led Innovation & Industry Leadership

6) AAdvantage – Caring for Loyal Customers through Challenging Times.