Brittany Clauss on Scaling Brand Loyalty at United Airlines

In this conversation, Brittany Clauss, Director, Brand Marketing & Media Strategy, United Airlines, shares how she balances brand building with revenue accountability inside one of the world’s most complex enterprises. From agency roots to leading media strategy within corporate communications, she unpacks how United connects long term platform thinking with performance goals, navigates volatility at the speed of PR, and uses innovation like contextual media and AI to drive loyalty, not just awareness. A candid look at how a global brand builds advocates, not just impressions. Highlights: Sales overnight and brand over time applied to modern media mix decisions Turning a competitive loyalty push into a brand story, not just a CTA Building brand love in a volatile category without abandoning long term strategy Integrating paid media with corporate comms to move at the pace of headlines AI driven contextual activation without sacrificing brand fundamentals Retail media, co-brand complexity, and connecting fragmented media ecosystems