forbes.com
Hertz's Digital Transformation: Modernizing a Global Mobility Giant
Hertz, a global mobility company with $9 billion in annual revenue, is undergoing a digital transformation involving cloud migration, new product development, AI implementation, and strategic partnerships to enhance customer experience and operational efficiency.
- How is Hertz's approach to AI impacting its operations and customer service?
- The transformation includes a dual-track approach focusing on consumer and fleet products, recruiting engineers from companies like Amazon and Rivian, and bringing outsourced talent in-house. Hertz uses a bottom-up and outside-in modernization strategy, leveraging customer insights through A/B testing and real-world usage data to drive product development and iteration. This strategy aims to improve customer experience and operational efficiency.
- What are the long-term implications of Hertz's transformation efforts for the future of mobility?
- Hertz's AI strategy is decentralized, with a cross-functional group overseeing AI initiatives and focusing on use cases in customer care and fleet operations. Partnerships with companies like Palantir and Amadeus are key to accelerating innovation, particularly in fleet applications, customer chat interactions, and revenue management. The company is also preparing for the rise of autonomous vehicles, leveraging its fleet management expertise.
- What is Hertz's primary technological transformation strategy and what are its immediate impacts on the business?
- Hertz, a global mobility company with $9 billion in annual revenue, is undergoing a technology and organizational transformation led by CIO Tim Langley-Hawthorne. This involves modernizing legacy systems, migrating to AWS, and building new consumer and fleet products using a product-centric approach. The company is also focusing on improving customer experience and operational efficiency.
Cognitive Concepts
Framing Bias
The framing is largely neutral and positive, focusing on Hertz's successful transformation. While the article highlights the company's achievements, it also acknowledges challenges and lessons learned. The positive tone reflects the narrative of a company successfully modernizing itself, but it doesn't present an unrealistically rosy picture.
Sustainable Development Goals
Hertz's modernization efforts, including technology transformation and employee skill development, contribute to decent work and economic growth by creating new job opportunities and improving operational efficiency. The company's focus on AI and partnerships also drives innovation and competitiveness, fostering economic growth. The transition to a product-oriented model demonstrates a commitment to improving both customer and employee experiences, contributing to a more positive work environment.