Video by Rasa via YouTube
Spirit Airlines CIO Sapana Patel joins host Lauren Goerz to break down how enterprise AI actually gets built — from data architecture and conversational agents to leading teams through rapid technological change.
Sapana walks through Spirit’s four-layer AI framework, how her team handles anonymous customer data without sacrificing security, and what metrics truly define AI success at scale: solution ratio, revenue impact, uptime, and stability. She also shares her philosophy on technology leadership — treating engineers as artists, balancing innovation with operational excellence, and building trust across technical and business teams.
If you work in AI, enterprise tech, or leadership, this conversation delivers the specifics most people skip over.
00:00 Introduction
02:30 Sapana Patel’s approach to technology leadership
06:15 Spirit’s four-layer AI architecture explained
12:40 Building conversational agents in-house
18:55 Handling anonymous customer data securely
24:10 Metrics that define AI success
30:45 Event-driven data platforms and customer touch points
38:20 Leading teams through AI transformation
44:00 Closing thoughts and leadership insights
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