The urban mobility landscape is constantly evolving with new modes of transportation and mobility services becoming available in cities around the globe. Almost a decade ago, mobile app-based ride hailing services were viewed as a major disruption to the industry, adding to traditional choices like public transportation, taxi services, and driving one’s own car. Car sharing, bike sharing, and scooter sharing services have since gained popularity, while complementing or substituting traditional urban transportation options. With the number of transportation choices increasing, it is becoming increasingly complex for users to choose the best (subjectively: fastest, cheapest, most convenient, etc.) way to get from A to B, especially when the optimal choice combines multiple modes of transportation. Digital services like Moovit and Google Maps already allow users to plan their journeys, factoring in real time information on traffic congestion, public transit schedules, and the availability of nearby drivers and shared mobility assets. Yet, unlike inter-city travel platforms such as Expedia and Priceline, urban mobility platforms have so far provided limited options for actually purchasing planned journeys and assisting users with getting seamlessly from A to B. Especially when urban journeys involve multiple mobility providers, users are often overwhelmed with purchasing the necessary ticket(s) and connecting from one service provider to another. As a result, many travelers still opt for their single preferred mobility provider, which may not be the ideal choice for the individual as well as other travelers. …

How “digital champions” excel at listening to their customers, understanding their pain points, acting upon feedback, and responding to feedback.

Utilize customer interactions to receive feedback

Feedback forms and customer surveys have been around for decades — first in physical form and nowadays digitally — yet, many customers show a rather adverse reaction to participate and perceive it as a waste of their time to provide feedback which companies rarely follow up on or act upon. Digital transformation is about to change this! Trailblazers in the digital arena regularly excel at interacting with customers and users in a highly personalized manner through digital channels and feeding inputs and reactions straight to the product and operations teams, where short development and decision cycles allow for fast reactions. Many digital products not only utilize feedback which has been actively requested, but make voicing users’ opinions an integral part of the product experience. …

Large parts of the world’s population are still unconnected, further disadvantaging the least developed regions of the planet

Today, the world is more connected than ever. Soon, 5G will herald the next era of digitalization. While we are discussing trends such as artificial intelligence, blockchain, and augmented reality, we tend to forget that there are still about four billion people on our planet who are unconnected, with the vast majority of those residing in developing and least developed countries (LDCs) in Sub-Saharan Africa, Southeast Asia, and Latin America. As high mobile network penetration already prevails in these markets, mobile (as opposed to fixed) broadband services tend to be the prevalent form of access technology. However, mobile broadband coverage is still very limited in many regions and data plans as well as smartphones are often unaffordable for the local population. In addition, available internet content is often not relevant enough to local communities. …

Ingmar Haffke

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