The mobility industry is evolving faster than ever, requiring operators to rethink customer experiences, embrace new technology, and find new ways to create value in a changing market.

Ryan Kerzner, senior associate at The Merlin Group, joins The Mobility Perspective to discuss his 25-year journey across car rental, fleet management, EV infrastructure, and mobility innovation. From starting at Budget Rent A Car to helping companies develop go-to-market strategies, Ryan shares how the rental industry has transformed through digital experiences, rideshare disruption, autonomous vehicles, and AI-powered solutions. He also explores what operators need to consider today, including improving profitability through data, navigating EV adoption, preparing for autonomous mobility, and building a differentiated business by finding the right niche in an increasingly competitive market.

Key takeaways:

• Customer experience is the foundation of mobility, with frictionless service and better interactions shaping long term customer loyalty.
• AI and data are helping operators improve efficiency, optimize fleets, and create smarter solutions across the rental industry.
• Independent operators can stay competitive by finding a niche, adapting to change, and creating unique value for customers.

Episode highlights:

(00:00) Meet Ryan Kerzner

(00:58) Ryan Kerzner’s 25 year journey across mobility and fleet

(04:33) Why customer service defines the car rental experience

(05:38) From paper contracts to frictionless digital rentals

(08:16) How Uber and Lyft changed the car rental industry

(10:09) Preparing for autonomous vehicles and the future of mobility

(12:06) Using data to improve profitability and fleet operations

(15:17) How AI is transforming rental operations and customer service

(19:14) The evolving EV market and the future of electric vehicles

(25:51) Finding a niche and competing as an independent rental operator

Resources:

Ryan Kerzner on LinkedIn: https://www.linkedin.com/in/kerzner/

Explore The Merlin Group: https://www.themerlingroup.co/

Don Lefeve on LinkedIn: https://www.linkedin.com/in/don-lefeve/

Carlos Bazan on LinkedIn: https://www.linkedin.com/in/cabazan/

Sharky Laguana on LinkedIn:https://www.linkedin.com/in/sharkylaguana/

Explore American Car Rental Association: https://www.acradrivesamerica.org/