The CX Cast 419: Rethinking Mobility Through Customer Experience
12 snips
Sep 2, 2025 Join Paul Miller, a VP and principal analyst with a focus on mobility strategy, and Hannah Jachim, a CX researcher with expertise in autonomous systems. They tackle the need for a customer-centric approach to mobility, moving beyond tech jargon. Discover how electric vehicle charging can align with user goals and explore innovative city-led pilots that enhance energy efficiency. They discuss the critical balance between micromobility and mass transit, trust in autonomous systems, and the future impact of automation on workforce roles.
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Flip The CASE Narrative
- Mobility research should focus on user journeys and ecosystems, not just vehicle technologies.
- Rethink mobility across personal transport, mass transit and goods to meet real human needs.
Design For The Whole Journey
- Understand the customer's macro journey, not just the micro touchpoint you control.
- Design services (like mobile charging) that solve end-to-end needs to build lasting customer relationships.
Utrecht's Bidirectional Fleet Example
- Utrecht paired shared EVs with rooftop solar and bidirectional chargers to use cars as grid batteries.
- The municipality, Renault and the shared provider coordinated bookings and charging to stabilize the grid.
