Welcome to Open Mic, the airport- and aviation-focused podcast hosted by Curtis Grad, Chief Executive and Founding Partner of Modalis Infrastructure Partners. Each episode features in-depth conversations with global aviation leaders—airport executives, investors, innovators, and policy experts—exploring the trends, challenges, and opportunities shaping the airport and aviation landscape.

In this episode, Curtis speaks with Karen Ellis, Assistant General Manager of Customer Experience at Hartsfield-Jackson Atlanta International Airport (ATL). Together, Curtis and Karen discuss customer experience leadership at scale, balancing technology with human connection and how intentional CX design drives satisfaction, resilience and revenue at the world’s busiest airport.

Curtis and Karen dive into:
✈️ Karen’s full-circle aviation career—from starting at ATL in 1997 to leadership roles in Houston and San Antonio, and returning home to Atlanta.
🌏 Building award-winning customer experience programs at medium and large hub airports, including ACI ASQ recognition and Hall of Fame honours.
🤝 Why customer experience must be embedded in airport design, operations, and commercial strategy from day one—not retrofitted after the fact.
💡 The evolving balance between technology and human interaction, from self-service tools to conflict resolution, accessibility, and de-escalation training.

Timestamps:
1:45 Wearing many hats at San Antonio International Airport
10:15 Rebuilding and rebranding customer experience at ATL
12:30 Training, staffing and creating a shared CX culture
16:45 Crazy aviation story: Monkey on the loose!
24:30 Understanding airport personas
32:35 A career full of accolades
35:45 Magic Mirror: Rapid-fire questions with Karen

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💬 Like and Comment: How can large hub airports maintain a human-centered customer experience at scale?

🌐 Visit https://airportir.com/open-mic to hear more episodes and stay informed about the global aviation developments that matter to you.