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 Flight-Ready IT: Scaling Proactive DEX at United Airlines

Missed the live webinar? Watch the recording to see how United Airlines uses proactive DEX strategies and real-time automation to eliminate delays, empower frontline agents, and deliver a smoother travel experience.

From Firefighting to Fireproofing

In this fireside chat, TeamViewer’s Andrew Hewitt and United Airlines’ Vance Barnhart share how United shifted from reactive troubleshooting to proactive DEX with real-time automation. Learn how they prevent issues before they reach agents or travelers, reduce tickets and MTTR, and use AI and organizational design to scale a modern DEX practice.

Duration: 40 minutes
Availability: On-demand

What you’ll learn:

  • Reduced tickets and MTTR with real-time automations
  • Improved support for frontline workers with DEX 
  • Reorganized endpoint teams to better facilitate a DEX strategy 
  • Tied DEX investments to customer experience 

About the speakers

Vance Barnhart

Principal Architect in the Digital Technology Field Services Delivery division at United Airlines

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Vance Barnhart is currently a Principal Architect in the Digital Technology Field Services Delivery division at United Airlines.  Over the last 20 years at United Vance’s focus has primarily been is the endpoint systems management arena with recent efforts focused on developing United’s Digital Employee Experience program. 

Andrew Hewitt

VP, Strategic Technology at TeamViewer

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VP Strategic Technology at TeamViewer and former Forrester Analyst. An industry veteran, he brings 11 years of experience in digital workplace thought leadership, market research, CIO consulting, and competitive intelligence to his role.

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