Panel Discussion: How Has/Will 2020 Impact Customer Experience & Consumer Expectation
summary
Ride-hailing volume drops ~75% while mobile usage climbs ~80–85% and average time on device reaches 4.5 hours; one service launches fully driverless service (launched Oct 8) and adds cabin air flush between rides plus mask policies. Contact centers run at roughly one-third capacity, inflating response times to weeks and forcing heavier use of bots, AI intent classification, in‑app SDKs, chat APIs, moderation and analytics. Companies shift toward outcome‑based pricing and iterative scenario planning rather than chasing short‑term trends.
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chapters (6)
- 0:00Introduction to the panel
- 1:23Panelists' introductions
- 2:37Deep dive into products
- 7:27Impact of 2020 and crises
- 15:27Adapting to market shifts
- 25:13Advice for product managers
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