Friendly computers

It's really amazing how United Airlines succeeds and fails in the same day. My flight from Dulles to Denver was delayed, causing me to potentially miss my connection. But their computers knew it hours in advance and automatically rescheduled my out-going flight and notified me via pager, phone, and email. Astounding!! But once I arrived at the airport, the excellent computing-based experience was replaced by the dreadful human-based experience. Lines for check-in, lines for security, lines for upgrades, and lines for boarding. Once on-board in business class, we were greeted with uncomfortable seats, terrible food, and surly service. It used to be the other way: computers were hostile and people were friendly. How I wish that American, United, and Delta would hold a focus group of their top travelers to figure out how to run a business both at a profit and with a good customer experience. Be sure to check out United'sEasyUpdate--at least their computers are friendly.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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