From data to action: CX at Uber
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What if transportation wasn’t just about getting from point A to point B, but about truly understanding and adapting to the unique needs of riders and drivers worldwide?
In the latest episode of The Experience Edge, Daniela Carrillo, Program Manager in Uber’s CX New Modalities, shares how Uber is reshaping mobility—from motorbikes in Brazil to tuk-tuks in India and eco-friendly rides in Latin America.
The key? It’s not just about innovation—it’s about listening to customers and designing experiences that fit their real-world needs.
What can all companies learn from Uber’s approach?
At Uber’s scale, data is everywhere—but raw data alone doesn’t create great experiences. Daniela shares how her team combines hard data with real human insight by:
Bridging the gap between analytics and reality – Data might tell you what’s happening, but shadowing drivers for hours in city traffic reveals why it’s happening.
Keeping it simple – The best customer experiences aren’t necessarily flashy new features; they’re about removing friction, ensuring clarity, and delivering what users actually need.
Listening beyond the obvious – The most valuable feedback isn’t just in surveys—it’s in focus groups, customer support tickets, and even how frustrated people get when asked about their experiences.
Balancing AI and the human touch – While Uber is streamlining support with AI, Daniela explains where real human empathy still plays an irreplaceable role—especially in high-stakes situations like safety incidents.
What does it take to build a ‘magical’ customer experience?
From simplifying support interactions to ensuring new products fit cultural and economic realities, Uber is constantly learning, adapting, and iterating. Daniela’s insights are a masterclass in how to design customer journeys that feel effortless, intuitive, and personal—no matter where in the world they take place.
Listen to the full episode now and discover how you can apply these insights to your own customer experience strategy!
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