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Delta CEO Ed Bastian says one key to building customer loyalty is ‘obsessing’ over your own staff

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Good morning. Customer loyalty is a tricky thing: hard to get, relatively easy to maintain, and hard to win back once it’s lost. Inertia is a powerful force, which is why consumers keep the same bank account for an average of 17 years.

So it was fascinating to hear Delta Air Lines CEO Ed Bastian and Riyadh Air CEO Tony Douglas talk to Fortune’s Alyson Shontell about building loyalty in this climate during the recent Fortune Global Forum. Both carriers have an opportunity to recruit new loyalty members—Delta in becoming the first U.S. carrier with direct flights to Saudi Arabia, between Atlanta and Riyadh, and newcomer Riyadh Air getting 400,000 signups for its loyalty program in its first 10 days. Some advice:

Prioritize Your Own People – “In our business, everyone focuses on the airline, the aircraft, the technology, the airports, the amazing destinations we get, but it’s the staff that bring it to life,” said Bastian, who agrees with founder C.E. Woolman’s mission to take good care of your people so they can take care of customers. “I obsess on my 100,000 own so they can then go do the amazing work that our customers deserve. If your people don’t feel that love and respect and care, they’re never going to be able to give you the service that you expect.” (Bastian echoed a similar sentiment to me earlier this year during a webinar marking Delta’s rising rank on Fortune’s list of Best Companies to Work For.)

Digitize – As a new carrier, Riyadh Air had the opportunity to be what Douglas calls “a true digital native.” That means “building a technology stack that will bring an altogether different experience for our guests.” For example, you can book different days for different people in your family and put them together in one order, like you can already do when buying goods on, say, Amazon. Added Douglas: “Because we didn’t have a legacy, this was a golden opportunity.”

Personalize – Bastian often uses the word ‘concierge’ while Douglas is using agentic AI to create a differentiated experience for each customer. Part of that comes through creating a broad network: Delta flies to more than 300 destinations—which rises to more than 1,000 when you include code-share partners—and Riyadh Air has a mandate to reach more than 100 cities around the world over the next five years. Part comes by giving people more flexibility over how they accrue, swap and deploy loyalty points. For Douglas, that means reinventing airline loyalty programs into a “lifestyle proposition.”

Deliver – Ultimately, there is no substitute for reliable and excellent service. “We would never win on a low-cost strategy,” said Bastian, who decided to distinguish Delta as the most reliable airline. It worked. “Once you develop the reliability standard, your staff starts to believe that this is different,” as do customers who then become more willing to pay for that premium service. Watch the full interview here.

More news below.

Contact CEO Daily via Diane Brady at diane.brady@fortune.com

Top news

U.S.-China trade truce

U.S. President Donald Trump’s meeting with China’s Xi Jinping resulted in the U.S. lowering fentanyl-related tariffs on China, and China suspending some export curbs; it will resume U.S. soybean purchases and lift controls on rare-earths exports. Trump said he expected the one-year deal to “be very routinely extended.”

Fed cuts rates 

The Fed cut rates by a quarter point on Wednesday as “economic activity has been expanding at a moderate pace” despite the institution lacking key employment data due to the government shutdown. Chair Jerome Powell cautioned investors, however, to not count on another rate cut in December, which tipped markets lower.

Nvidia hits $5 trillion 

Nvidia became the first company to hit a $5 trillion market cap on Wednesday morning. The milestone followed remarks from CEO Jensen Huang that the company has “visibility into half a trillion dollars [in revenue]” and after President Trump said Nvidia’s Blackwell chips would come up during his meeting with Xi (ultimately, they did not.) 

Alphabet revenue soars

Alphabet revenue surged 16% in the third quarter, with sales reaching a record $102.3 billion, as the Google parent’s advertising and cloud computing units helped fund its vast AI spending. The company expects its capital expenditures to reach between $91 billion to $93 billion this year, up from $52.5 billion last year.

U.S to resume nuclear weapons testing

Shortly before his Xi meeting, President Trump said he’d instructed the U.S. Defense Department to resume the testing of nuclear weapons to keep pace with other countries like China and Russia. The U.S. has the world’s largest nuclear arsenal, Trump said, but has not tested the weapons since 1992. 

Mastercard eyes stablecoin infrastructure startup

Mastercard is in advanced talks to acquire cryptocurrency and stablecoin infrastructure startup Zerohash for between $1.5 billion and $2 billion, according to sources familiar with the matter who spoke to Fortune. If finalized, the deal would mark Mastercard’s largest move yet into the stablecoin sector.

The markets

S&P 500 futures are down 0.01% this morning. The last session was flat at close. STOXX Europe 600 was down 0.11% early trading. The U.K.’s FTSE 100 was down 0.41% in early trading. Japan’s Nikkei 225 was up 0.04%. China’s CSI 300 was down 0.8%. The South Korea KOSPI was up 0.14%. India’s NIFTY 50 was down 0.68%. Bitcoin is down at $111K.

Around the watercooler

America’s flatlining income growth is hitting Gen Z the hardest, throttling their shot at homeownership, JPMorgan report warns by Sasha Rogelberg

CEO of $62 billion software giant Workday’s warning: ‘There’s nothing more dangerous than yesterday’s success’ by Emma Burleigh

MacKenzie Scott’s latest $60 million donation is a sign philanthropists are trying to fill the void from Trump’s cuts to FEMA by Sydney Lake

Governments are likely to pillage the $80 trillion ‘Great Wealth Transfer’ to fund their national debt, says UBS by Eleanor Pringle

CEO Daily is compiled and edited by Joey Abrams and Claire Zillman.

This is the web version of CEO Daily, a newsletter of must-read global insights from CEOs and industry leaders. Sign up to get it delivered free to your inbox.



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BlackRock’s billionaire CEO warns AI could be capitalism’s next big failure after 30 years of unsustainable inequality after the Cold War

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January 20, 2026

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BlackRock CEO Larry Fink opened the World Economic Forum in Davos, Switzerland, with a stark message to the global elite: AI’s unfettered growth risks pummelling the world’s working and professional classes. Beyond that, he warned that it could be capitalism’s next big failure after a 30-year reign after the Cold War that has failed to deliver for the average human being in society.

In his opening remarks on Tuesday at the gathering of thousands of executives and global leaders, the billionaire boss of the world’s largest asset manager—often called one of Wall Street’s “Masters of the Universe”—said that as those in power discuss the future of AI, they risk leaving behind the vast majority of the world, just as they have for much of the last generation.

“Since the fall of the Berlin Wall, more wealth has been created than in any time prior in human history, but in advanced economies, that wealth has accrued to a far narrower share of people than any healthy society can ultimately sustain,” Fink said.

Fink, who has used his annual BlackRock letters and annual appearances at Davos to set the agenda for a more progressive kind of capitalism, even one that is arguably “woke,” making him at times the face of ESG and of stakeholder capitalism, warned that the gains of the tremendous wealth creation since the 1990s have not been equitably shared. And the capitalist ideology driving AI development and implementation forward could come at the expense of the wage-earning majority, he added. 

“Early gains are flowing to the owners of models, owners of data and owners of infrastructure,” Fink said. “The open question: What happens to everyone else if AI does to white-collar workers what globalization did to blue-collar workers? We need to confront that today directly. It is not about the future. The future is now.” 

Fink’s past critiques of capitalism

Fink, who was appointed interim co-chair of the World Economic Forum in August 2025, replacing founder Klaus Schwab, has long espoused the reshaping of capitalism, seeing it as a responsibility of large asset managers like himself. Fink was formerly vociferous about the importance of environmental, social, and corporate governance (ESG) investing, and has argued that climate change is reshaping finance, creating an imperative for executives to reallocate their capital to address the crisis accordingly. In a 2022 letter to investors, published the day before the Davos summit, Fink emphasized a model of “stakeholder capitalism” of a business’s mandate to serve not just shareholders, but employees, consumers, and the public.  

Fink’s new primacy in Davos is the first without Schwab, following allegations that he had expensed more than $1 million, billed to the World Economic Forum, on questionable travel spending, as well as claims of workplace misconduct and research report manipulation. The BlackRock chief emphasized the need for the gathering to demonstrate its legitimacy in part by showing that it’s concerned with more than just swelling growth of companies and countries, but also the economic welfare of its employees and citizens.

“Many of the people most affected by what we talk about here will never come to this conference,” Fink said. “That’s a central tension of this forum. Davos is an elite gathering trying to shape a world that belongs to everyone.”

Though BlackRock announced in early 2025 it would roll back many of the diversity, equity, and inclusion goals it created a few years before, Fink has once again used his spotlight to call on leaders to transform their capitalist sensibilities, this time in how they imagine the AI future.

The cost of the AI boom

Last year capped an explosion of growth in the AI sector, with Morningstar analysts finding a group of 34 AI stocks, including Amazon, Alphabet, and Microsoft, shot up 50.8% in 2025. AI firms and investors have seen their wealth skyrocket in the past year, with Per the Bloomberg Billionaires Index, the median increase in net worth last year was nearly $10 billion among the 50 wealthiest Americans. Google co-founder Larry Page and Sergey Brin, for example, got $101 billion and $92 billion richer, respectively, in 2025.

The BlackRock CEO noted these gains, however, have been reserved for the richest few, alluding to a K-shaped economy of the rich getting richer, while the poor continue to struggle: The bottom half of Americans, in short, are not cashing in on the AI race. Although Fink didn’t get into the politics of utilities setting electricity prices, it seems the poor are actually paying higher bills to support the data centers powering the AI boom. According to Federal Reserve data, the poorer demographic owns about 1% of stock market wealth, translating to about 165 million people owning $628 billion in stock. Conversely, the top 1% of wealthiest households own nearly 50% of corporate equity.

Fink’s framing of the post-Cold War era as one of exploding inequality represents a mainstreaming of a once niche view that has become increasingly mainstream in the 21st century. While the triumph of the west over communism was seen as the ultimate victory for capitalism, as epitomized by Francis Fukuyama’s The End of History and the Last Man, history has in fact continued. The unprecedented rise of China as an economic superpower, through its fusion of socialism and capitalism “with Chinese characteristics,” has complicated the narrative, as has the inequality alluded to by Fink. 

An internal critic of the post-Cold War world order is Andrew Bacevich, a military veteran and historian who likened the collapse  of the Soviet Union in 1989 as “akin to removing the speed limiter from an internal combustion engine.” Bacevich’s 2020 book The Age of Illusions: How America Squandered Its Cold War Victory, was an early articulation of the once niche viewpoint that Fink lent support to on Tuesday.

What AI’s growth means for workers

Similarly, the risks of the AI boom on workers extends beyond who has a stake in the technology industry’s growth. Nobel laureate and “godfather of AI” Geoffrey Hinton has previously warned this explosion of wealth for the few will come at the expense of white-collar workers, who will be displaced by the technology.

“What’s actually going to happen is rich people are going to use AI to replace workers,” Hinton said in September. “It’s going to create massive unemployment and a huge rise in profits. It will make a few people much richer and most people poorer. That’s not AI’s fault, that is the capitalist system.”

Some companies have already leaned into culling headcount to grow profits, including enterprise-software firm IgniteTech. CEO Eric Vaughan laid off nearly 80% of his staff in early 2023, according to figures reviewed by Fortune. Vaughan said the reductions happened during an inflection point in the tech industry, where failure to efficiently adopt AI could be fatal for a company. He’s since rehired for all of those roles, and he would make the same choice again today, he told Fortune.

According to Fink, sustaining a white-collar workforce will depend on the world’s most powerful people creating an actionable plan that will defy the critiques of capitalism that has, so far, stood to predominantly benefit them.

“Now with abstractions about the jobs of tomorrow, but with a credible plan for broad participation in these gains, this is going to be the test,” Fink said. “Capitalism can evolve to turn more people into owners of growth, instead of spectators watching it happen.”

This story was originally featured on Fortune.com



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At Davos, AI hype gives way to focus on ROI

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January 20, 2026

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Hello and welcome to Eye on AI. In this edition….a dispatch from Davos…OpenAI ‘on track’ for device launch in 2026…Anthropic CEO on China chip sales…and is Claude Code Anthropic’s ChatGPT moment?

Hi. I’m in Davos, Switzerland, this week for the World Economic Forum. Tomorrow’s visit of U.S. President Donald Trump is dominating conversations here. But when people aren’t talking about Trump and his imposition of tariffs on European allies that oppose his attempt to wrest control of  Greenland from Denmark, they are talking a lot about AI.

The promenade in this ski town turns into a tech trade show floor at WEF time, with the logos of prominent software companies and consulting firms plastered to shopfronts and signage touting various AI products. But while last year’s Davos was dominated by hype around AI agents and overwrought hand-wringing that the debut of DeepSeek’s R1 model, which happened during 2025’s WEF, could mean the capital-intensive plans of the U.S. AI companies were for naught, this year’s AI discussions seem more sober and grounded.

The business leaders I’ve spoken to here at Davos are more focused than ever on how to drive business returns from their AI spending. The age of pilots and experimentation seems to be ending. So too is the era of imagining what AI can do. Many CEOs now realize that implementing AI at scale is not easy or cheap. Now there is much more attention on practical advice for using AI to drive enterprise-wide impact. (But there’s still a tinge of idealism here too as you’ll see.) Here’s a taste of some of the things I’ve heard in conversations so far:

CEOs take control of AI deployment

There’s a consensus that the bottom-up approaches—giving every employee access to ChatGPT or Microsoft Copilot, say—popular in many companies two years ago, in the initial days of the generative AI boom, are a thing of the past. Back then, CEOs assumed front line workers, closest to the business processes, would know how best to deploy AI to make them more efficient. This turned out to be wrong—or, perhaps more accurately, the gains from doing this tended to be hard to quantify and rarely added up to big changes in either the top or bottom line.

Instead, top-down, CEO-led initiatives aimed at transforming core business processes are now seen as essential for deriving ROI from AI. Jim Hagemann Snabe, the chairman of Siemens and former co-CEO at SAP, told a group of fellow executives at a breakfast discussion I moderated here in Davos today that CEOs need to be “dictators” in identifying where their businesses would deploy AI and pushing those initiatives forward. Similarly, both Christina Kosmowski, the CEO of IT and business data analytics company LogicMonitor, and Bastian Nominacher, the cofounder and co-CEO of process mining software company Celonis, told me that board and CEO sponsorship was an essential component to enterprise AI success.

Nominacher had a few other interesting lessons, including how, in research Celonis commissioned, establishing a center of excellence for figuring out how to optimize work processes with AI resulted in an 8x better return than for companies that failed to set up such a center. He also said that having data in the right place was essential to running process optimization successfully.

The race to become the orchestration layer for enterprise AI agents

There is clearly a race on among SaaS companies to become the new interface layer for AI agents that work in companies. Carl Eschenbach, Workday’s CEO, told me that he thinks his company is well-positioned to become “the front door to work” not only because it sits on key human resources and financial data, but because the company already handled onboarding, data access and permissioning, and performance management for human workers. Now it can do the same for AI agents.

But others are eyeing this prize too. Srini Tallapragada, Salesforce’s chief engineering and customer success officer, told me how his company is using “forward deployed engineers” at 120 of Salesforce’s largest customers to close the gap between customer pain points and product development, learning the best way to create agents for specific industry verticals and functions that it can then offer to Salesforce’s wider customer base. Judson Althof, Microsoft’s commercial CEO, said that his company’s Data Fabric and Agent 365 products were gaining traction among big companies that need an orchestration layer for AI agents and a unified way to access data stored in different systems and silos without having to migrate that data to a single platform. Snowflake CEO Sridhar Ramaswamy meanwhile thinks the deep expertise his company has is maintaining cloud-based data pools and controlling access to that data combined with newfound expertise in creating its own AI coding agents, make his company ideally suited to win the race to be the AI agent orchestrator. Ramaswamy told me his biggest fear is whether Snowflake can keep moving fast enough to realize this vision before OpenAI or Anthropic move down the stack—from AI agents into the data storage—potentially displacing Snowflake.

A couple more insights from Davos so far: while there is still a lot of fear about AI leading to widespread job displacement, it hasn’t shown up yet in economic data. In fact, Svenja Gudell, the chief economist at recruiting site Indeed, told me that while the tech sector has seen a huge decline in jobs since 2022, that trend predates the generative AI boom and is likely due to companies “right sizing” after the massive pandemic-era hiring boom rather than AI. And while many industries are not hiring much at the moment, Gudell says global macroeconomic and geopolitical uncertainty are to blame, not AI.

Finally, in a comment relevant to one of this week’s bigger AI news stories—that OpenAI is introducing ads to ChatGPT—Snabe, the Siemens chairman had an interesting answer to a question about how AI should be regulated. He said that rather than trying to regulate AI use cases—as the EU AI Act has done—governments should mandate more broadly that AI adhere to human values. And the one piece of regulation that would do more than anything to ensure this, he said, would be to ban AI business models based on advertising. Ad-based AI models will lead companies to optimize for user engagement with all of the negative consequences for mental health and democratic consensus that we’ve seen from social media, only far worse. 

With that, here’s more AI news.

Jeremy Kahn
jeremy.kahn@fortune.com
@jeremyakahn

Beatice Nolan wrote the news and sub-sections of Eye on AI.

FORTUNE ON AI

Wave of defections from former OpenAI CTO Mira Murati’s $12 billion startup Thinking Machines shows cutthroat struggle for AI talent–by Jeremy Kahn and Sharon Goldman

ChatGPT tests ads as a new era of AI begins—by Sharon Goldman

A filmmaker deepfaked Sam Altman for his movie about AI. Then things got personal—by Beatrice Nolan

PwC’s global chairman says most leaders have forgotten ‘the basics’ as 56% are still getting ‘nothing’ out of AI adoption–by Diane Brady and Nick Lichtenberg

AI IN THE NEWS

EYE ON AI RESEARCH

Researchers say ChatGPT has a “silicon gaze” that amplifies global inequalities. A new study from the Oxford Internet Institute and the University of Kentucky analyzed over 20 million ChatGPT queries and found the AI systematically favors wealthier, Western regions, rating them as “smarter” and “more innovative” than poorer countries in the Global South. The researchers coined the term “silicon gaze” to describe how AI systems view the world through the lens of biased training data, mirroring historical power imbalances rather than providing objective answers. They argue these biases aren’t errors to be corrected, but structural features of AI systems that learn from data shaped by centuries of uneven information production, privileging places with extensive English-language coverage and strong digital visibility. The team has created a website–inequalities.ai–where people can explore how ChatGPT ranks their own neighborhood, city, or country across different lifestyle factors.

AI CALENDAR

Jan. 19-23: World Economic Forum, Davos, Switzerland.

Jan. 20-27: AAAI Conference on Artificial Intelligence, Singapore.

Feb. 10-11: AI Action Summit, New Delhi, India.

March 2-5: Mobile World Congress, Barcelona, Spain.

March 16-19: Nvidia GTC, San Jose, Calif.

BRAIN FOOD

Is Claude Code Anthropic’s ChatGPT moment? Anthropic has started the year with a viral moment most labs dream of. Despite Claude Code’s technical interface, the product has captured attention beyond the developer pool, with users building personal websites, analyzing health data, managing emails, and even monitoring tomato plants—all without writing a line of actual code. After several users pointed out that the product was much more of a general-use agent than the marketing and name suggested, the company launched Cowork—a more user-friendly version with a graphical interface built for non-developers.

Both Claude Code and Cowork’s ability to autonomously access, manipulate, and analyze files on a user’s computer has given many people a first taste of an AI agent that can actually take actions on their behalf, rather than just provide advice. Anthropic also saw a traffic lift as a result. Claude’s total web audience has more than doubled from December 2024, and its daily unique visitors on desktop are up 12% globally year-to-date compared with last month, according to data from market intelligence companies Similarweb and Sensor Tower published by The Wall Street Journal. But while some have hailed the products as the first step to getting a true AI personal assistant, the launch has also sparked concerns about job displacement and appears to put pressure on a few dozen startups that have built similar file management and automation tools.

FORTUNE AIQ: THE YEAR IN AI—AND WHAT’S AHEAD

Businesses took big steps forward on the AI journey in 2025, from hiring Chief AI Officers to experimenting with AI agents. The lessons learned—both good and bad–combined with the technology’s latest innovations will make 2026 another decisive year. Explore all of Fortune AIQ, and read the latest playbook below: 

–The 3 trends that dominated companies’ AI rollouts in 2025.

–2025 was the year of agentic AI. How did we do?

–AI coding tools exploded in 2025. The first security exploits show what could go wrong.

–The big AI New Year’s resolution for businesses in 2026: ROI.

–Businesses face a confusing patchwork of AI policy and rules. Is clarity on the horizon?



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European leaders’ text messages to Trump reveal a very different tone than their Greenland saber-rattling

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January 20, 2026

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While Europe is pushing back publicly against U.S. President Donald Trump over Greenland, the language appears softer behind the scenes.

Trump published a text message on Tuesday that he received from French President Emmanuel Macron, confirmed as genuine by Macron’s office.

Starting with “My friend,” Macron’s tone was more deferential than the criticism that France and some of its European partner nations are openly voicing against Trump’s push to wrest Greenland from NATO ally Denmark.

Before broaching the Greenland dispute, Macron opted in his message to first talk about other issues where he and Trump seem roughly on the same page.

“We are totally in line on Syria. We can do great things on Iran,” the French leader wrote in English.

Then, he added: “I do not understand what you are doing on Greenland,” immediately followed by: “Let us try to build great things.”

That was the only mention that Macron made of the semi-autonomous Danish territory in the two sections of message that Trump published. It wasn’t immediately clear from Trump’s post when he received the message.

Trump breaks with tradition

World leaders’ private messages to each other rarely make it verbatim into the public domain — enabling them to project one face publicly and another to each other.

But Trump — as is his wont across multiple domains — is casting traditions and diplomatic niceties to the wind and, in the process, lifting back the curtain on goings-on that usually aren’t seen.

This week, a text message that Trump sent to Norway’s prime minister also became public, released by the Norwegian government and confirmed by the White House.

In it, Trump linked his aggressive stance on Greenland to last year’s decision not to award him the Nobel Peace Prize.

“Considering your Country decided not to give me the Nobel Peace Prize for having stopped 8 Wars PLUS, I no longer feel an obligation to think purely of Peace,” the message read.

It concluded, “The World is not secure unless we have Complete and Total Control of Greenland.”

On Tuesday, Trump also published a flattering message from Mark Rutte, secretary general of NATO, which the alliance also confirmed as authentic.

“I am committed to finding a way forward on Greenland,” Rutte wrote. “Can’t wait to see you. Yours, Mark.”

Rutte has declined to speak publicly about Greenland despite growing concern about Trump’s threats to “acquire” the island and what that would mean for the territorial integrity of NATO ally Denmark. Pressed last week about Trump’s designs on Greenland and warnings from Denmark that any U.S. military action might mean the end of NATO, Rutte said: “I can never comment on that. That’s impossible in public.”

Macron’s relationship with Trump

Macron likes to say that he can get Trump on the phone any time he wants. He proved it last September by making a show of calling up the president from a street in New York, to tell Trump that police officers were blocking him to let a VIP motorcade pass.

“Guess what? I’m waiting in the street because everything is frozen for you!” Macron said as cameras filmed the scene.

It’s a safe bet that Macron must know by now — a year into Trump’s second spell in office — that there’s always a risk that a private message to Trump could be made public.

Macron said Tuesday that he had “no particular reaction” to the message’s publication when a journalist asked him about it.

“I take responsibility for everything that I do. It’s my habit to be coherent between what I say on the outside and what I do in a private manner. That’s all.”

Still, the difference between Macron’s public and private personas was striking.

Hosting Russia and Ukraine together

Most remarkably, the French leader told Trump in his message that he would be willing to invite representatives from both Ukraine and Russia to a meeting later this week in Paris — an idea that Macron has not voiced publicly.

The Russians could be hosted “in the margins,” Macron suggested, hinting at the potential awkwardness of inviting Moscow representatives while France is also backing Ukraine with military and other support against Russian President Vladimir Putin’s invasion.

Macron wrote that the meeting could also include “the danish, the syrians” and the G7 nations — which include the United States.

The French president added: “let us have a dinner together in Paris together on thursday before you go back to the us.”

He then signed off simply with “Emmanuel.”

Making nice only goes so far

Despite Macron’s persistent efforts, in both of Trump’s terms, not to ruffle his feathers, any payback has been mixed, at best.

Trump bristled on Monday, threatening punitive tariffs, when told that Macron has no plans to join Trump’s new Board of Peace that will supervise the next phase of the Gaza peace plan, despite receiving an invitation.

“Well, nobody wants him because he’s going to be out of office very soon,” Trump told reporters, even through the French leader has more than a year left in office before the end of his second and last term in 2027.

“I’ll put a 200% tariff on his wines and champagnes and he’ll join,” Trump said.

___

Lorne Cook in Brussels, Sylvie Corbet in Paris and Kostya Manenkov in Davos contributed.



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