Customers can only describe the symptoms of an experience, not the operational cause. To find the true 'why,' United Rentals combined external customer feedback with the internal voice of frontline employees, who understand the complex systems and logistics happening 'behind the curtain.'
To maximize adoption and minimize frontline anxiety, embed new AI tools into existing workflows as an 'easy button.' By skipping a formal launch and training, the focus shifts from the technology's novelty to its intuitive utility, encouraging natural adoption as users discover its value organically.
Consistently high CX scores create a false sense of security, preventing teams from pressure-testing their analytics engine. Lacking variety and new signals, underlying issues can go unnoticed. A sudden score change can be a valuable catalyst for a deeper, more necessary analysis.
AI-powered platforms transform how leaders consume insights. Instead of passively receiving periodic reports from a central analyst, leaders are empowered to pull real-time information on demand for immediate needs. This enables more timely decision-making without creating an analytical bottleneck.
AI transforms the CX leader’s role from analyst to strategist. By automating the time-consuming process of data analysis and 'proving the problem exists,' AI shortens the distance between listening and acting. This repurposes the leader's energy toward higher-value activities like strategic planning and internal consulting.