Tag: United Rentals

For years, the Net Promoter Score (NPS) has been the North Star for customer experience programs. We’ve built dashboards, tied bonuses to it, and presented its steady upward climb in boardrooms as definitive proof of our success. And for good reason—it’s a simple, powerful metric. But as any seasoned…

Today, we’re going to talk about moving beyond the score. We’ll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We’ll get practical about how a very lean team at a massive organization can leverage these tools…