Season 2, Episode 3: Brian Lannan - Google Flight Experience

from The Experience Gap: The Insight Shop to the Rescue · host Kate Backer-Kompelien

What makes travel planning feel effortless and what makes it frustrating?In this episode, Brian shares a standout customer experience using Google Flights to plan his family's Spring Break. Together, we unpack the specific attributes behind a positive experience with AI-powered tools, where the real magic isn’t only in what you’re shown, but how smoothly you can act on it and book with confidence.You’ll walk away with practical CX takeaways you can apply to your next travel adventure.Are you looking to learn more about how you can improve your customer experience? If so, reach out to [email protected]

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This episode was published on January 30, 2026.

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