Beyond the ETA: The Context-Dependent Robotaxi CX

June 24, 2026 Leave a comment

Autonomy is table stakes, and supply-side orchestration, which Uber is already winning, is becoming table stakes too. The next differentiator in robotaxi customer experience is demand-side. Namely, a system that anticipates each traveler’s intent (route risk, speed-versus-safety trade-offs, the right mode for the moment) and orchestrates the trip to satisfy it. I call this Context-Dependent Ride Management. It is the layer where the premium, monetizable, flagship customer experience will be built.

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Robotaxis: Beyond Autonomy, It’s About Superior CX

April 15, 2025 7 Comments

I recently participated in an on-stage discussion about the state of autonomous mobility at the Ride AI Summit in Los Angeles. During the event, I engaged in several conversations with other participants about the robotaxi customer experience. The essence of these discussions reaffirmed what I’ve long maintained—customer experience, rather than just vehicle technology, will determine the winners in the next phase of mobility.

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Mistakes Businesses Make When Implementing AI

March 11, 2025 3 Comments

AI’s allure is undeniable, and businesses invest heavily in its promise. Companies today invest significant amounts into generative AI initiatives. This pursuit is fueled by AI’s potential to improve productivity, cut costs, and unlock new opportunities that may create new revenue streams. However, many companies find the path to successful AI challenging because of fundamental mistakes in their approach.

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The Three Cultures Impacting the Automotive Industry

June 12, 2024 2 Comments

The road to new mobility will not be a straight line. The twists and turns we encounter and will continue to encounter, will come as the result of economics, business models, industrial policy, politics, national security, but also culture. Mobility is impacted by at least three cultures: the automakers’, the dealers’, and the customers’.

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How Ford and Rival OEMs Are Pursuing Recurring Revenue from Customer Services

August 17, 2023 Leave a comment

Automakers want to capture a larger percentage of their customers’ lifetime value than they do today. To achieve their goal, OEMs must establish direct relationships with their customers, create new customer experiences, capitalize on the capabilities of their Software-Defined Vehicles, and utilize AI to better understand their customers’ behavior so that they can match their needs to the services they offer.

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