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United Rentals

Alyse Fuller

Customer Experience Program Manager

She’s proving AI can make customer intelligence more powerful without making it more complicated.

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Watch the story.

1 min
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“I don’t need everybody to be a data architect or a CX analyst. They just need access to the insights that matter most to them.”

— Alyse Fuller

The challenge

A strong program was raising harder questions.

United Rentals had spent years building a highly engaged CX program. But when a shift in scores prompted leaders to ask why it was happening and what they should do next, Alyse found that getting to those answers still required significant manual analysis.

Alyse Fuller — The challenge graphic
AI-Generated

The information still felt disparate.

Customer feedback revealed the friction. Understanding what was driving it required a broader view, connecting the customer perspective with operational data and the firsthand knowledge of frontline teams closest to the experience.

The shift

Give AI the work it’s built for.

Alyse put AI to work: analyzing more information, surfacing patterns, and getting to the “why” faster. Work that once meant manually slicing the data could now happen at speed and scale, giving her room to test theories, follow new connections, and go deeper when something stood out.

Alyse Fuller — The shift graphic
AI-Generated

“We’ve never wanted our frontline managers to become CX analysts. I want them focused on building customer relationships.”

— Alyse Fuller

What changed

Make sophisticated analysis feel simple.

Alyse introduced AI into familiar workflows, from helping managers respond to customers to summarizing feedback and surfacing potential root causes. Instead of asking teams to learn new ways to analyze data, she made deeper intelligence easier to access and apply in their work.

Alyse Fuller — What changed graphic
AI-Generated
The impact

Usefulness earns adoption.

Faster closure rate

Managers close customer alerts with AI-assisted responses.

Adoption growing organically

Use of AI-assisted customer responses continues to grow with virtually no promotion.

Answers on demand

Leaders can investigate what’s driving a change instead of waiting for the next report.

Less noise. More relevance.

Teams get straight to the drivers that matter most to their work.

How the work evolved.

贵谤辞尘… 罢辞…
Manually digging through the data Using AI to test more theories and go deeper
Seeing where customers experienced friction Connecting the signals that help explain why
Waiting for CX to investigate Teams exploring new questions as they arise
Canned responses built for consistency AI-assisted responses that managers make more personal

Alyse’s advice

  • Build the foundation first.

    Get your data connected and consistently defined before asking AI to make sense of it. Gaps in the data can quickly become gaps in the answer.

  • Know it works before you scale it.

    Alyse ran AI analysis alongside her own process for months, comparing the results before expanding it to more people and use cases.

  • Meet people where they are.

    Some will jump into AI. Others need a familiar entry point and time to build confidence. Give people room to adopt it in a way that works for them.

Alyse Fuller — advice graphic
AI-Generated

“As soon as a new AI feature or capability is available, I want to be part of it. I want to understand what it can do, how it can help, and where we can give feedback to make it even better.”

— Alyse Fuller

Where to begin

Put AI to the test.

Explore the AI capabilities already available to you and find where they can make a meaningful difference.

  • Pick a capability that could improve work you already know well

  • Apply it to a CX question or task you know well

  • Run it alongside your current process and compare the results

  • If it proves valuable, expand it with more people or use cases

Alyse Fuller — where to begin graphic
AI-Generated

Continue exploring.

Modern CX, Made Achievable

A step-by-step guide to building a more connected, actionable, and scalable CX program.

Read more

AI That Fits: Mapping the Right Use Cases for Every Role

Learn how to map AI capabilities to the roles that benefit.

Watch video

From Buy-In to Breakthrough: Lessons in GenAI Adoption

United Rentals demonstrates how teams advance CX maturity.

Watch video
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