Your Customers and Teams Have Already Told You What Needs to be Fixed – Stop Asking and Take Action

At Reuters Customer Service & Experience West, Alaska Airlines and Cresta discuss how leading organizations are operationalizing AI across the contact center.

In this session, Andrea Halverson, Director of Contact Center Experience & Innovation at Alaska Air Group, shares how her team is navigating AI adoption—aligning technology, operations, and people to deliver measurable improvements in both efficiency and customer experience.

The conversation highlights what it takes to move from experimentation to execution, and how organizations can scale AI while maintaining a strong, human-centered approach to customer service.

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Alaska Airlines + Cresta: Service at a New Altitude

Learn how Alaska Airlines uses Cresta to understand why guests are contacting them in real time, equip agents with just-in-time knowledge, and reduce friction across the travel experience,all while delivering fast, caring service at scale.

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The Untapped Power of Conversations: Turning Hidden Insights into Enterprise Impact

United Airlines has built a powerful insights-to-action engine that extends well beyond the contact center. Learn how the airline leverages conversation insights to drive real-time event and policy response, identify data-driven changes to key products and policies, and optimize core digital experiences.

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A Rising Tide: How Businesses Can Thrive Amid Rapid Tech Advancement

John Donovan sits at the intersection of business and emerging technology. He is the former CEO of AT&T Communications, a prolific technology investor, the lead independent director of Palo Alto Networks, and a director of Lockheed Martin. Join John and Alex Cramer, Chief Revenue Officer of Cresta, for a conversation about how businesses can lead the way in leveraging new technologies, as well as the risks that come with being left behind.

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