Alyse Fuller — Customer Experience Program Manager, United Rentals
Published:
A big resounding theme is it just has to work… It’s supposed to be integrated into what we’re already doing anyway and make things easier and more efficient. So when thinking about smart response… it’s an easy button. It should not require a big announcement or too much fanfare, which… 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.
What does Alyse Fuller say on The Agile Brand with Greg Kihlström?
Alyse Fuller, Customer Experience Program Manager, United Rentals, says: The interview with Alyse Fuller, Customer Experience Program Manager at United Rentals, examines how reliance on stable metrics like NPS can create blind spots and how generative AI can shift CX teams from reactive score-chasing to proactive root-cause problem solving. Fuller describes combining customer verbatims with frontline employee notes, silently embedding Medallia’s Smart Response into workflows to drive organic adoption, and freeing analysts to act as strategic partners who facilitate cross-functional improvements.
From: The Agile Brand with Greg Kihlström
Cite as: Alyse Fuller. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/alyse-fuller-a-big-resounding-theme-is-it-just-has-to-work-its-supposed