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(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; /** * QA-only. When the on-page switcher is drawn we keep every variant in * the DOM so it can toggle between them live and you can see that the * chrome never repaints. Gated by the same constant as the switcher, so * it is false everywhere the switcher is absent — including production. */ var QA_KEEP_ALL = false; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } /** Publish the decision and let the nav JS bind. */ function finish(active) { root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } function prune(active) { if (settled) return; settled = true; if (QA_KEEP_ALL) { finish(active); return; } /** * Only menu items carry data-nav-variant, so this can never touch * the shared chrome. CSS has already hidden the losers; removing * them keeps document.querySelector-based nav JS unambiguous. */ var list = document.querySelectorAll('#site-header [data-nav-variant]'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-nav-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } finish(active); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();
RB Global Inc.

Alex Lopez

Senior Corporate Research Manager

He’s using AI to put customer intelligence directly into the hands of the people who can act on it.

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Watch the story.

1 min
The challenge

Action depended on an analyst.

What customers say can reveal what’s really happening, but understanding it at scale takes time. Within Insurance Auto Auctions (IAA), an RB Global company, Alex saw an opportunity to give people across the business a faster way to find the answers themselves.

Alex Lopez — The challenge graphic
AI-Generated
The shift

Make insight everyone’s advantage.

Alex’s goal is simple: make customer intelligence self-service. AI now helps teams surface themes, summarize feedback, and understand what customers are experiencing without waiting on CX to interpret it for them.

Alex Lopez — The shift graphic
AI-Generated
The image shows a logo with the letters rb in a modern, stylized font, followed by the word GLOBAL in bold, uppercase letters. There is a trademark symbol (?) after GLOBAL..

“My team shouldn’t be a roadblock to understanding where we are and how teams can quickly maneuver.”

— Alex Lopez

What changed

From diagnosis to strategy.

Regional leaders used to come to Alex asking, “Why are we seeing this?” Now they can explore the drivers themselves. Instead of diagnosing the problem, they can focus on strategy, priorities, and what needs to happen next.

Alex Lopez — What changed graphic
AI-Generated

“Now we can actually work on how to fix it instead. It really changed the conversation.”

— Alex Lopez

The impact

More action. Less waiting.

70%

Faster customer response time

20 points

Increase in transportation scores after launching AI-powered responses

Significant YoY growth

In transportation service inquiries and purchases

Hours → minutes

Time to identify and test new customer themes

How the work evolved.

贵谤辞尘… 罢辞…
Relying on the CX team to explain the why Giving teams AI-powered ways to find it themselves
Manually reading through volumes of comments Surfacing patterns and themes faster
Responding with slow, template-heavy workflows Giving agents a faster, on-brand starting point
Spending hours defining what to look for Using AI to identify and validate what deserves attention in minutes

Alex’s advice

  • Start with a problem worth solving.

    Don’t adopt AI because it’s available. Start with a business priority, then determine where AI can make the work faster, easier or more effective.

  • Test before you scale.

    Test different AI approaches against the same problem. Compare the quality and consistency of the results, then start small and scale what proves useful.

  • Shorten the distance to action.

    Use AI to remove manual work, speed understanding and help people move faster. If it adds complexity without improving what happens next, it’s probably the wrong use case.

Alex Lopez — advice graphic
AI-Generated

“Our whole goal is to shorten the time from the insights we gain to the action we take.”

— Alex Lopez

Where to begin

Find the work AI can give back.

Look for the manual work consuming time that could be spent on strategy, customers, or solving bigger problems. That’s where Alex sees some of the greatest opportunity.

  • Find repetitive work consuming valuable time

  • Identify where people add more strategic value

  • Use AI to remove steps, not add them

  • Measure the time saved and what it unlocks

Alex Lopez — where to begin graphic
AI-Generated

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