Avis Budget Group, a global leader in the car rental and mobility space, has long served millions of customers through brands like Avis, Budget, and Zipcar. With a footprint across 180 countries and a vast fleet of vehicles, the company has made significant strides in redefining the car rental experience through digital transformation and customer-focused innovation. To navigate this evolving landscape, Avis Budget Group appointed Ravi Simhambhatla as its Executive Vice President and Chief Digital and Innovation Officer in July of 2022.
Simhambhatla brings a wealth of experience from some of the world’s most renowned transportation and technology companies. Twice a chief technology officer in the airline industry, first at Aer Lingus and later at United Airlines, he has a deep understanding of the complexities of the travel and mobility sectors. Simhambhatla also served as the CTO of Customer Experience for Google’s Transportation Segment, where he helped shape digital strategies that enhanced traveler interactions across the transportation ecosystem. At Avis Budget Group, he is applying this unique expertise to leverage artificial intelligence, automation, and emerging technologies to drive an exceptional customer experience and operational efficiency.
Transforming Customer Experience through AI and Automation
Under Simhambhatla’s leadership, Avis Budget Group is leveraging artificial intelligence to anticipate customer needs, streamline processes, and enhance the overall rental experience.
Through automation and data-driven insights, the company seeks to minimize the time customers spend on traditionally lengthy procedures, such as vehicle pick-up and return.
“Our goal is to make renting a vehicle as frictionless as possible,” Simhambhatla noted. “By leveraging AI, we’re able to predict and anticipate our customers’ needs, whether it’s the vehicle they might prefer, the duration of their rental, or add-on services that will make their journey more comfortable.” Simhambhatla and team analyze every point in the customer journey to see where automation and AI can add value.
Enhancing Operational Efficiency with Predictive Analytics
Beyond customer experience, predictive analytics is a crucial tool for Avis Budget Group to optimize fleet management and resource allocation. This involves using data to forecast rental demand and maintain vehicle availability across different locations, improving both cost efficiency and service reliability.
“We are a data-rich organization, which is a huge advantage,” he highlighted. “With predictive analytics, we can align our vehicle fleet with demand patterns in a highly efficient way, ensuring that the right vehicles are available in the right places.” This approach also helps reduce unnecessary wear and tear on the company’s assets, benefiting both the company and the customer.
Exploring the Future of Mobility
In addition to enhancing current operations, Avis Budget Group is also preparing for the future by exploring emerging trends like electric vehicles, autonomous vehicles and connected car technology. The company is investigating how these advancements can shape the future of car rentals, whether through sustainable fleet options or more autonomous and integrated rental experiences.
“We’re excited about what the future holds for mobility and are committed to making Avis Budget Group a leader in this space,” Simhambhatla underscored. “Our focus on EVs, AVs, and connected car technology reflects our desire to be at the forefront of these innovations.” He noted that creating a seamless and sustainable experience for Avis Budget Group’s customers while adapting to new forms of transportation is essential.
Creating a Culture of Innovation and Agility
Simhambhatla emphasized the importance of fostering a culture of innovation and adaptability within Avis Budget Group, where employees feel empowered to bring new ideas and perspectives to the table. He encourages teams to adopt an agile mindset and prioritize learning, as the company continues to grow and evolve in response to industry shifts.
“Innovation isn’t just about technology; it’s about creating an environment where people feel encouraged to think creatively and take calculated risks,” he explained. “We’re working to build a culture at Avis Budget where our teams are inspired to be proactive and forward-thinking, especially as we embrace digital transformation.”
Building on a Strong Digital Foundation
Avis Budget Group has already laid a strong digital foundation, with significant investments in mobile technology and customer-facing digital platforms. Simhambhatla views this foundation as an essential part of the company’s strategy to keep pace with the digital demands of today’s customers.
“We’re well-positioned in terms of our digital capabilities, but there’s always room to grow,” he noted. “Our goal is to continuously enhance our digital platforms so that customers can interact with us in the way that best suits them, whether through an app, website, or even voice technology.”
Peter High is President of Metis Strategy, a business and IT advisory firm. He has written three bestselling books, including his latest Getting to Nimble. He also moderates the Technovation podcast series and speaks at conferences around the world. Follow him on Twitter @PeterAHigh.
