Alyse Fuller — Customer Experience Program Manager, United Rentals
Published:
The customers can talk very well about the symptoms that they’re experiencing… 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 and they know all the details of all of our systems and what it really takes to deliver that kind of experience.
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-the-customers-can-talk-very-well-about-the-symptoms-that-the