Ep.14 - From Data to Action: CX at Uber - Daniela Carrillo

In this episode, Daniela Carrillo, CX New Modalities Program Manager at Uber, shares insights into how Uber transforms customer experience (CX) through innovation and empathy-driven design. She discusses the importance of understanding diverse user needs across global markets and how balancing data with real-world insights leads to better customer solutions.

Daniela highlights the power of cross-team collaboration, the challenges of quantifying CX pain points, and how to build trust with product teams to ensure customer feedback drives meaningful improvements. She also explores the role of AI in CX, the impact of socio-economic context on user behavior, and the importance of asking the right questions to uncover actionable insights.

The conversation concludes with Daniela reflecting on her own best and worst customer journeys, reinforcing the value of simplicity, empathy, and trust in designing standout service experiences.

Guest Bio

Daniela Carrillo is a powerhouse in customer experience transformation and currently serves as the CX New Modalities Program Manager at Uber. Passionate about empathy-driven design, she specializes in uncovering the "why" behind decisions, bridging the gap between user needs and backend complexities to create seamless and impactful journeys. At Uber, Daniela plays a crucial role in developing innovative approaches that enhance customer experiences across diverse transportation modalities, ensuring the company's global services are tailored to local market needs.

Chapters

00:01 Daniela Carrillo’s role at Uber

01:17 What are “New Modalities” in Uber’s CX strategy?

03:53 Adapting Uber’s services to different markets

07:42 How Uber collects and applies customer insights

12:29 Why companies should balance data with real-world experience

19:24 How product teams engage with CX feedback

27:42 The power of storytelling in product development

34:22 Reading between the lines in customer research

40:16 The pitfalls of having too much data

49:55 Keeping CX research simple and effective

55:48 The role of AI in Uber’s customer support

57:49 Lightning round: Daniela’s best and worst customer journeys

Jochem’s Profile - ⁠https://www.linkedin.com/in/jochemvanderveer/⁠

Daniela’s Profile - ⁠https://www.linkedin.com/in/carrillodaniela/