United Airlines is celebrating its 100-year anniversary — and boldly looking ahead to the next 100, which means preparing frontline teams for customer interactions that are more complex, more human, and higher-stakes than ever. In this session, Synthesia and United take attendees behind the scenes of a multi-year effort to transform how United trains those teams, from an early experiment to a company-wide practice reshaping how the airline builds capability. Participants will hear the real story from United — what worked, what didn't, and how the airline's definition of "good training" changed along the way. Attendees will discover how United is building a culture around excellent service through training, while gaining a candid, real-world account of the enterprise learning transformation and a model they can measure their own journey against.

During this session, you will learn:

• Real, practical lessons from a multi-year enterprise learning transformation at scale, including what worked and what didn't, and what changed along the way
• Where hands-on, scenario-based practice at scale as training evolves
• A model for framing learning transformation around human outcomes, not just efficiency