Hertz shows wins from customer service investments, names CX chief

Core Insights - Hertz is investing in customer experience (CX) improvements despite a recent backlash related to its AI system for vehicle damage assessment and customer support [3][4] - The company reports a significant increase in loyalty program membership and customer satisfaction metrics, indicating positive reception of its CX initiatives [6][7] Group 1: AI and Customer Experience - Hertz's AI system handles nearly 75% of U.S. inbound chat and call support, leading to faster resolutions and improved customer satisfaction [4] - The company is enhancing customer experience through self-service rental extensions and better post-rental communications [5] Group 2: Financial Performance - Hertz's total revenue decreased by 4% year over year to $2.5 billion in Q3 2025, but net income rose to $184 million, a recovery from a $1.3 billion loss in Q3 2024 [6] - The company achieved a nearly 50% increase in Net Promoter Score (NPS) in North America, reflecting improved customer experience efforts [7] Group 3: Loyalty Program Growth - Membership in Hertz's Gold Plus Rewards loyalty program increased by 90% year over year, attributed to a simplified signup process and exclusive benefits [6]