American Airlines CIO On Redefining CX With Tech
CIODIVE, Wednesday, July 2nd, 2025
On a recent podcast, Ganesh Jayaram discussed the carrier's revamped app and self-service capabilities as it turns to AI to avoid missed connections.
As American Airlines looks to redefine its customer experience, technology - and the role of the CIO - is critical.
Chief Digital and Information Officer Ganesh Jayaram highlighted the three areas his team focuses on: delivering resilient products, driving technical engineering excellence and modernizing its technology stack and capabilities.
All of those goals contribute to an improved customer experience, Jayaram said, speaking last week with American's chief communications officer, Ron DeFeo, on the airline's podcast, 'Tell Me Why.'