AI can feel abstract until it's tied to something real. At Southwest Airlines, it's used to improve flight operations, support frontline staff, and help leaders make faster decisions.

In this episode, Jess Carter chats with Justin Bundick, managing director of artificial intelligence at Southwest Airlines. He shares how the airline built an AI strategy that works across departments by pairing smart technology with strong data practices. From infrastructure and governance to AI model training and deployment, Justin walks through what it really takes to operationalize AI in one of the world's most complex industries.

He also explains why understanding business processes is needed to make data useful, how human-centered design influences their work, and what it looks like to align AI with ethical standards and long-term strategy.

In this episode, you will learn:

• What it takes to scale AI across an enterprise

• How AI can improve complex operations without overwhelming people

• Why understanding the process is just as important as understanding data

Things to listen for:(00:00) Introduction to the episode with Justin Bundick (02:52) How Southwest's data strategy evolved (06:30) Using data to reduce noise and find focus (09:57) Why AI needs strong data governance and process insight (14:07) Building AI models into everyday operations (17:11) Managing risk and ethics with AI governance (24:47) Justin's vision for the future of AI in airlines

Data governance depends on data management and vice versa. You need both working together to make data reliable, usable, and secure.

In this episode, Jess Carter talks with Diana Barrett and Stephanie Semaan from the Indiana Department of Workforce Development (DWD). With data management already in place, they recognized the need for data governance to create shared standards, improve data access, and protect sensitive information. That realization led to a phased implementation of data governance by starting with the most urgent needs and working closely with teams to build understanding and trust.

They also share how DWD protects sensitive information through strong privacy practices, clear access controls, and data sharing agreements that define how data can be used and who can access it.

Stick around 'til the end of the episode for a sneak peek at something special we've never done before! Want to be part of it? Check out Jess' LinkedIn post or DM her to submit a question—we might feature yours in the upcoming episode.

In this episode, you will learn:

• How strong governance can improve public programs
• Why cultural buy-in is essential for data governance
• The role of trust and transparency in data sharing initiatives

Things to listen for:

• (00:00) Introduction to the episode with Diana Barrett and Stephanie Semaan
• (02:18) Data governance at the Department of Workforce Development
• (06:17) Challenges with buy-in and siloed systems 
• (09:56) How governance ensures privacy and compliance
• (15:47) What data sharing agreements really mean
• (23:04) Applying public sector lessons to private companies

Marketing is often misunderstood, seen as either all creativity or all data. In truth, it's both. Great marketing lives at the intersection of bold ideas and sharp analytics, and few leaders navigate that space better than Shannon Duffy, chief marketing officer at Asana.

In this episode, Shannon joins Jess Carter to share how she drives marketing that delivers real business results. She explains how data brings credibility to creative work—and how creativity can move the needle on key business goals. They also talk about setting expectations for long-term efforts like brand building and events, helping leaders understand the value of patience and the metrics that matter. 

Stick around 'til the end of the episode for a sneak peek at something special we've never done before! Want to be part of it? Check out Jess' LinkedIn post or DM her to submit a question—we might feature yours in the upcoming episode.

In this episode, you will learn:

• The importance of aligning marketing goals with broader business objectives
• Metrics that matter for brand and event performance
• Ways to balance creativity with data in marketing leadership

Things to listen for:

• (00:00) Introduction to the episode with Shannon Duffy
• (03:46) Key business metrics every marketer should know
• (07:22) Helping executives understand marketing
• (11:09) How to prove ROI for large-scale events
• (15:19) Aligning creative marketing with company goals 
• (19:40) Using data and instinct to know when to pivot
• (21:55) Brand awareness beyond advertising

Unemployment insurance has supported Americans through economic hardship for nearly a century. But its long history brings complex challenges: rigid systems, layered policies, and outdated tech that's difficult to change.

In this episode of Data Driven Leadership, Jess Carter talks with Allison Johnson, director of Open UI at the National Association of State Workforce Agencies (NASWA). They discuss the challenges of modernizing unemployment systems and how Open UI is pushing for modular, transparent, and adaptable solutions in a space where innovation is often seen as risky.

From procurement hurdles to policy constraints, they unpack the structural barriers that have kept states locked into fragile systems for decades. Allison shares how Open UI is building a collaborative framework that reimagines how unemployment insurance can work better for both administrators and the people they serve.

Stick around 'til the end of the episode for a sneak peek at something special we've never done before! Want to be part of it? Check out Jess' LinkedIn post or DM her to submit a question—we might feature yours in the upcoming episode.

Disclaimer: Open UI is an initiative intended to explore, document, and promote best practices in Unemployment Insurance technology including modular technical architecture and implementation. It is not currently a product being built, offered, or sold by the National Association of State Workforce Agencies (NASWA).

In this episode, you will learn:

• What state leaders should consider before launching a new system
• How Open UI is creating space for shared innovation across states
• Lessons in leadership and building trust for new initiatives

Things to listen for:

• (00:00) Introduction to the episode with Allison Johnson
• (06:29) Understanding the complexities of unemployment insurance
• (11:23) What Open UI is and why modularity matters
• (16:08) Procurement hurdles and Open UI's potential
• (18:13) Modernization is an ongoing process
• (24:46) Building trust through transparency and small wins

Resources:

NASWA's Open UI Initiative

A spike in food prices. A livestock disease outbreak. An overwhelmed hospital. These might seem unrelated—until you follow the data.

In this episode of Data Driven Leadership, Jess Carter talks with Dr. Heidi Steinecker, senior director of health and human services at Resultant. They discuss how data brings clarity to the hidden links between the economy, public health, and food safety.

Heidi introduces the One Health framework, which brings together human, animal, and environmental data to help leaders spot risks earlier, respond more effectively, and shape smarter policies. She also advises on how to build cross-agency collaboration, modernize systems, and use analytics to drive real-world impact before a crisis hits.

In this episode, you will learn:

• The importance of data visibility in policy and decision-making
• How different types of data work together to tell a bigger story
• How state agencies can modernize data collection and analytics

Things to listen for:

• (00:00) Introduction to the episode with Dr. Heidi Steinecker
• (06:02) Data provides visibility to make decisions
• (10:03) Decisions are iterative
• (11:47) The importance of social determinants of health
• (15:21) Lessons on data exchange from the COVID-19 pandemic
• (20:06) Enhancing data collection and predictions with technology
• (24:34) One Health: Integrating environmental, animal, and human data
• (27:29) Advice for implementing One Health

Being skilled in tech and data enables you to create value in any field.

In this episode of Data-Driven Leadership, host Jess Carter sits down with Kerry Phillips, vice president of global product management for the motive power division at EnerSys.

Kerry shares his journey of switching industries, from consulting to leading product management in the battery industry. He explains how his expertise in tech and data helped him build confidence and deliver results in a new role. Kerry also gives a glimpse into the development of EnerSys' latest data-driven application that aims to democratize their sales process and simplify product selection. 

Listen in to find out how his team overcame obstacles such as messy data and scope creep to demonstrate real value.

In this episode, you will learn:

• How to transition into a new industry with confidence
• Why descoping can be a crucial part of achieving project success
• Steps to break down complex projects into manageable pieces

Things to listen for:

• (00:00) Introduction to the episode with Kerry Phillips
• (04:32) The need for a product manager at EnerSys
• (11:46) Building a demonstration tool
• (14:04) Transferable skills from Kerry's consulting background
• (17:14) Technology solutions to democratize the sales process
• (21:44) Challenges with data governance
• (23:46) How to manage scope creep and deliver iterative value
• (25:38) Preparing for a global product launch at EnerSys

How do you know when to pivot or stay on course? 

The best leaders know the right time to step back, challenge assumptions, and make deliberate choices.

In this episode of Data-Driven Leadership, Jess Carter sits down with John Roach, president at Resultant, to talk about his approach to strategic leadership. They discuss how leaders can maintain clarity, reassess priorities, and ensure decisions align with the bigger picture. John also highlights the importance of leveraging technology to automate repetitive tasks, allowing leaders to focus on the highest and best use of their time—creative thinking, problem-solving, and making decisions that drive real impact.

• How to determine if your data strategy is still serving your business
• Why balancing risk vs. innovation is key to long-term success
• How tech and AI can help leaders focus on high-value work

Things to listen for:

• (00:00) Introduction to the episode with John Roach
• (02:45) Staying true to your bedrock of goals
• (06:09) When to reassess strategy and pivot
• (10:20) How to differentiate signal from noise 
• (14:34) The barbell strategy: balancing risk
• (18:22) Borrowing ideas from other industries to innovate
• (21:42) Technology allows us to be more human 
• (25:02) Practical uses of AI at home and at work

The most successful companies have this in common: they don't just have data—they act on it.  

In this special episode of Data-Driven Leadership, host Jess Carter unpacks key insights from recent conversations with leaders at Bumble, Stanley Black & Decker, Southwest Airlines, and Walker Information. Each company has found a way to use data to support their unique business advantage. Jess discusses how these lessons apply across industries and offers practical ways to think differently about your own data strategy.

In this episode, you will learn:

• How to help your data team deliver real business value
• The importance of listening to customer feedback 
• Why structured, well-governed data leads to better insights

Things to listen for:

• (00:00) Introduction to the episode with Jess Carter
• (01:52) Bumble's 90-day data team strategy
• (03:36) Walker Information on customer feedback
• (07:40) Why Stanley Black & Decker treats data as a product
• (11:48) How Southwest Airlines uses data to put customers first

Resources:

Love at First Insight: How Data Teams Shape Customer Experience for Smart Growth, with Bumble's Lina Mikolajczyk

Jack Walker Explains How to Improve Customer Experience without Guesses and Assumptions

Why Treating Data as a Product Means Alignment and Growth for Stanley Black & Decker

Southwest Airlines Builds a Customer-First Culture with Data and Technology

Southwest Airlines is renowned for its exceptional customer service, but what's the secret behind this success? 

The answer is data. 

In this episode, host Jess Carter sits down with Southwest Airlines Managing Director of Technology and Business Data Delivery France Grenot. They discuss how real-time analytics and data-driven solutions are at the heart of Southwest's operations, helping the airline deliver great service, manage unforeseen disruptions, and stay ahead of the competition.

You'll learn what led to Southwest's bold move to introduce assigned seating and how the airline expertly balances operational efficiency while staying true to its culture of hospitality.

• How data powers Southwest Airlines' customer service and operations  

• The value of learning from other organizations with similar values

• Why customer feedback is critical to shaping business strategies

Things to listen for:

• (00:00) Introduction to the episode with guest France Grenot
• (05:40) Customer loyalty and hospitality
• (08:42) Using real-time data for operational efficiency
• (12:06) Changes to Southwest's assigned seating scheme
• (18:05) Using data for pricing and operational decisions
• (22:31) Sharing best practices with other customer-centric companies
• (25:34) Customer data privacy at Southwest Airlines

A student's success depends on more than just academic learning; it's also shaped by their health, access to enrichment opportunities, and the support of their family.

In this episode, host Jess Carter is joined by Shaina Cavazos, director of the Office of Education Innovation at the Indianapolis Mayor's Office. They discuss ConnectIndy, a program adapted from Boston College's City Connects. The program addresses outside factors affecting students' learning potential without putting that burden on teachers.

Shaina discusses how every ConnectIndy school has a dedicated coordinator creating tailored plans to connect students and their families with the necessary resources, allowing teachers to focus on classroom instruction. She also highlights how ConnectIndy's public data dashboard—the first of its kind for City Connects—empowers educators and enables policymakers to make decisions that benefit students holistically.

• How ConnectIndy ensures that resources reach students who need them most

• Why a public dashboard fosters transparency and drives action

• How Indianapolis is using data to improve the education system

Things to listen for:

• (00:00) Introduction to the episode with guest Shaina Cavazos
• (03:14) How the City Connects program helps students and teachers
• (06:09) Early implementation of ConnectIndy
• (08:51) Empowering donors through ConnectIndy's dashboard
• (14:52) Using concrete data to drive change
• (17:33) Data collection for individual student support plans
• (18:53) Longitudinal data and continuation of the City Connects program
• (20:59) Comparing data across different states and programs

Resources:

ConnectIndy

The Office of Education Innovation