Podcast Summary: The Agile Brand with Greg Kihlström®

Episode #814: United Rentals' Alyse Fuller on Driving Real Impact Without Being Overwhelmed by Data

Date: February 16, 2026
Guest: Alyse Fuller, Customer Experience Program Manager at United Rentals
Location: Live from Medallia Experience 2026, Las Vegas

Overview

In this episode, Greg Kihlström welcomes Alyse Fuller from United Rentals to discuss how CX teams can leverage AI, process change, and data democratization to drive tangible business results—especially within a massive organization and with an overwhelming stream of data. Using United Rentals’ journey as a backdrop, the conversation explores moving from “score-chasing” (e.g., NPS) to genuine operational problem-solving. Alyse shares practical insights into the shift towards root cause analysis, integration of frontline and customer voices, and adaptation of generative AI tools—all with a lean team.

Key Discussion Points & Insights

1. Evolving From Score-Chasing to Root Cause Analysis

• High and Stable NPS Can Mask Problems
  Alyse explains that United Rentals’ NPS scores were consistently high, giving an illusion of success. But this stability can conceal underlying issues.
  • “It makes it difficult to really pressure test your insights engine... Is it possible there’s something lurking under the surface that I haven’t been measuring all this time?” (Alyse, 03:24)
• Catalyst for Change
  A notable NPS pattern shift in 2023 provided opportunity—and urgency—to challenge assumptions and dig deeper.

2. Bridging the Gap Between Customer and Internal Teams

• Frontline “Huddles” as a Data Source
  Alyse underscores the importance of synthesizing feedback from both customers (external) and frontline employees (internal), since customers can only describe symptoms—not backend delivery issues.
  • “Customers can talk very well about the symptoms that they’re experiencing... But they don’t know all of the logistics. So we really had to look at or get input from people who are already behind the curtain.” (Alyse, 06:18)
• Operational vs. Customer Perspective
  She highlights the need to connect the ‘why’ for NPS back to operational levers for improvement—getting past surface-level analytics.

3. Practical Rollout of AI Tools (“Utility Over Novelty”)

• Ease of Use and Seamless Integration
  United Rentals launched Medallia’s AI-powered Smart Response tool without formal hype or training—focusing on making it available and easy to use. This encouraged adoption and minimized frontline anxiety.
  • “If we make too much fanfare and, you know, hype up the AI factor that can be off-putting to some people when really they could benefit from the tool. So let’s just make the tool available and see what happens from there.” (Alyse, 07:48)
  • “If it’s easy and it works, it will be used.” (Alyse, 09:25)
• Trust and Reliability are Key for AI
  Employees were more willing to adopt AI when it was reliable, integrated into routine tasks, and required minimal change management.

4. Demonstrable Impact: Speed, Access, and Empowerment

• Significant Time Savings
  Frontline managers closed customer alerts six hours faster on average, thanks to automated routing and AI-generated personalized responses.
  • “The customer’s feedback gets straight to the right person immediately... And with Smart Reply, it’s such a great starting point compared to previously using just canned responses...” (Alyse, 12:52)
  • “Our managers... are not having to spend so much time wordsmithing and, and really painstakingly crafting.” (Alyse, 13:56)
• Data Democratization
  AI-generated, natural language insights are accessible across the organization—from senior executives to frontline managers—without the need for expertise in data analysis.
  • “It makes it all natural language... Looking at an Insights report now, it says customers want us to focus on these things. Our teams are talking about these things. It’s all in language that we can just very easily read.” (Alyse, 14:39)
• Real-time, Self-service Insights
  The shift means team members don’t have to wait for periodic reports—they can access and interpret insights on demand.
  • “Now, because the insights are easier to consume, easier to access, more democratized, there’s more enablement... You’re not relying on a report that came to you three weeks ago.” (Alyse, 17:09)

5. Changing Role of the CX Leader

• Move from Data Gathering to Action Planning
  By automating much of the analyst workload, Alyse can focus on action—facilitating cross-team problem solving and goal-setting.
  • “That time spent on the analyst side is what’s been greatly reduced. I can generate these reports... and then spend my time more on discussing what we’re seeing...” (Alyse, 15:51)

6. Conference Takeaways and Staying Agile

• Conference Highlights
  Excitement around new platform features for documenting actions and outcomes, enhancing accountability, and improving continuous improvement loops.
• Personal Agility Habits
  Alyse purposely blocks time in her schedule to review new industry research and ensures ongoing learning.
  • “I build time into my calendar to go hunt for that information. I think making the time and having it actually pre planned means you have that space...” (Alyse, 18:53)

Notable Quotes & Timestamps

• On the Dangers of High NPS:
  “When your scores have been very good... It makes it difficult to really pressure test your insights engine... Is it possible there’s something lurking under the surface that I haven’t been measuring all this time?” (Alyse, 03:24)
• On the Need for Employee Insights:
  “So we really had to look at or get input from people who are already behind the curtain... They know all the details of all of our systems and what it really takes to deliver that kind of experience.” (Alyse, 06:18)
• On AI Adoption Philosophy:
  “If it’s easy and it works, it will be used.” (Alyse, 09:25)
• On Impact of AI-Powered Platforms:
  “Customers’ feedback gets straight to the right person immediately and then they can respond. With Smart Reply, it’s such a great starting point... it’s so fast and efficient and we’re getting to that highly personalized reaction very quickly.” (Alyse, 12:52)
• On Data Democratization:
  “It makes it all natural language... Looking at an Insights report now, it says customers want us to focus on these things, Our teams are talking about these things. It’s all in language that we can just very easily read it, understand. It doesn’t require as much interpretation or context...” (Alyse, 14:39)
• On Shifting CX Roles:
  “That time spent on the analyst side is what’s been greatly reduced... and then spend my time more on discussing what we’re seeing here, gathering other context...” (Alyse, 15:51)
• On Blocking Time for Learning:
  “I build time into my calendar to go hunt for that information... you have to block it and make sure that you’re kind of getting out for that.” (Alyse, 18:53)

Timestamps for Important Segments

• Intro to Topic and Guest: 00:49–02:37
• High NPS Scores—Danger & Lessons: 03:24–04:34
• Strategic Challenges Moving Beyond the Score: 04:34–05:53
• Synthesizing Employee and Customer Voices: 06:18–07:26
• AI Rollout Philosophy—Utility Over Novelty: 07:26–09:49
• Measuring Impact, Speed, and Data Democratization: 12:26–17:09
• Changing Role of the CX Leader: 15:31–17:09
• Conference Insights and Staying Agile: 18:10–18:53

Tone & Language

The discussion is pragmatic, optimistic, and refreshingly candid—focused on real-world applications over technological hype. Alyse’s tone is down-to-earth and strategic; Greg is facilitative and insightful, keeping the conversation practical yet future-facing.

For CX and marketing leaders, this episode delivers actionable strategies to drive impact, build agility, and harness AI without losing focus or becoming data-overwhelmed.