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Episode 142: Liz Allan and Kirsty Pendleton - Fleet Electrification, Customer Care, and Data Insights at the AA
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Episode 142: Liz Allan and Kirsty Pendleton - Fleet Electrification, Customer Care, and Data Insights at the AA.
Liz Allan chats with Kirsty Pendleton, Head of B2B Marketing at the AA, about how the iconic motoring organisation is evolving to meet the challenges of an electric future.
With 25 years at the AA under her belt, Kirsty shares how the business has continually adapted, from classic roadside recovery to pioneering support for EV charge point operators. Discover how the AA’s deep-rooted values of “courtesy and care” are being channelled into new services like EV customer support lines, second-line technician response for faulty chargers, and predictive vehicle maintenance powered by AI.
Liz and Kirsty delve into the power of storytelling in marketing, the public’s lingering misconceptions about EVs, and the importance of proactive, data-driven support for drivers and fleets. Kirsty also lifts the lid on the AA’s role in initiatives like the Greenfleet rallies and their support of Guinness World Record-breaking EV journeys.
Kirsty Pendleto Bio:
Kirsty Pendleton is Head of B2B Marketing at the AA, where she has worked for an incredible 25 years. With a background in brand, education, and theatre marketing, Kirsty is a passionate advocate for customer experience, innovation, and the human side of the EV transition. She plays a key role in shaping how the AA supports drivers, fleets, and Charge Point Operators as the automotive world embraces electrification. Kirsty is also a proud EV Champion Award recipient and a regular presence at industry events like Greenfleet and Everything Electric.
Quote of the Episode:
“There’s something so reassuring about seeing that yellow AA van come over the horizon, you just know you’re in safe hands.”
— Kirsty Pendleton
Kirsty Pendleton Links:
Website: https://www.theaa.com
LinkedIn: https://www.linkedin.com/in/kirsty-pendleton-35818a60
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