Rethinking Mobility Through Customer Experience [Podcast]
Search is shifting from simple keyword queries to intent-driven, conversational, and AI-powered experiences. Users now expect faster, personalized, and more context-aware results across multiple platforms and devices.
Customer experience is crucial as it shapes brand perception, loyalty, and long-term relationships. A positive experience not only drives repeat business but also turns customers into brand advocates.
The latest Forrester podcast episode is titled “Rethinking Mobility Through Customer Experience”.
The Forrester team says, “In this episode, Angelina and Martin dive into the evolving world of mobility, exploring how transportation systems — from EVs to mass transit — can be reimagined through a customer-centric lens. Joined by VP Principal Analyst Paul Miller and CX Researcher Hannah Jachim, the conversation challenges traditional tech-centric narratives and emphasizes the importance of understanding real human needs in mobility design. We discuss:
- How to reimagine mobility — moving beyond tech hype (EVs, autonomous vehicles) to focus on real customer and employee needs.
- How cities like Utrecht and Copenhagen show how authorities, providers, and manufacturers can collaborate for smarter, more inclusive mobility ecosystems.
- How drones and sidewalk robots are innovating in delivery and reshaping how goods move.
- How trust and transparency is building user confidence in autonomous systems through clear communication, adaptive interfaces, and accountability.”
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