Alyse Fuller — Customer Experience Program Manager, United Rentals
Published:
There had been such consistency there, it makes it difficult to really pressure test your insights engine. You need some variety and you need some new signals and things to really see, will all these rules and all these conditions hold up no matter what the circumstances are? Or is it possible there’s something lurking under the surface that I haven’t been measuring all this time?
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-there-had-been-such-consistency-there-it-makes-it-difficult