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On this episode of our “Reinventing Customer Experience” podcast, ZS Principal Arun Shastri and Associate Principal Gopi Vikranth chat with Michelle Brown, vice president of digital products and analytics for United Airlines, about the roles digital and technology have played prior to and during the COVID-19 pandemic. They are also joined by ZS Principal Kajal Narasimha, who worked for United for nearly two decades prior to ZS. Listen as the group discusses how digital is driving United’s environmental sustainability initiatives, the benefits of United’s Travel-Ready program, where Michelle and Kajal see the future of travel headed, and much more.