Avis’ Ravi Simhambhatla on AI, Dynamic Pricing, and Transforming Customer Experience

921: Picking up a rental car is often the final step in a traveler’s journey, making it a pivotal moment where technology can transform the customer’s overall experience. In this episode of Technovation, host Peter High interviews Ravi Simhambhatla, Executive Vice President and Chief Digital and Innovation Officer at Avis Budget Group, about his approach to driving digital transformation and customer-centric innovation within a global car rental company. Ravi shares how he and his team are enhancing every touchpoint of the customer journey through AI-driven self-service tools, dynamic pricing, and real-time personalization.

Highlights include:

• Customer-Centric Digital Transformation: Ravi discusses the modernization efforts underway at Avis Budget Group, including a focus on cloud migration and the integration of AI to create frictionless customer experiences.
• Dynamic Pricing and Personalization: Using data-driven insights, Avis Budget Group tailors offers to individual customer profiles, aiming to maximize satisfaction and optimize revenue through strategic dynamic pricing.
• Generative AI in Operations: Ravi describes how AI-based damage detection and chatbots for customer support improve efficiency and transparency, reducing customer disputes and response times.
• Autonomous Vehicles and Future Innovation: Ravi shares his vision for autonomous vehicles in car rentals, detailing a future where customers can seamlessly locate and receive their vehicles upon arrival at airports, further enhancing convenience.
• Employee Enablement: Emphasizing the value of frontline employees, Ravi highlights efforts to equip staff with tools that enhance their ability to serve customers efficiently, ensuring customer satisfaction from arrival to vehicle return.