The mobility sector is rapidly evolving away from its automotive parent but is still in its infancy in one important respect. While other sectors, such as retail, hospitality, and banking, have mastered the challenge of using data to feed a customer-centric services ecosystem ours has yet to do so.
Simply put, we lack the vital capability to build long-term relationships based on value exchanges which progressively strengthen the bond with our customers.
On 17th November 2022, we invited thought leaders from across the sector to Bletchley Park to explore how best to build that capability. Because it’s a multi-faceted challenge, our forum of experts included people from across the industry – from car makers to providers of services such as leasing, insurance, roadside assistance and parking, from pioneers in ground-breaking technologies to behavioural scientists, from social and environmental experts, to representatives from government agencies and academia.
We built the day around a simple premise – that the mobility sector can, and must, move from a transactional-based model where typically there’s only a single value exchange at purchase, to one of lasting relationships with multiple value exchanges. We weren’t expecting to come up with a silver bullet solution but wanted to create an active community and kick start an ongoing conversation to accelerate change.
The day focussed on three key areas of discussion, this paper summarises our rich and varied answers to these questions and details the insights we created together. We hope you find it valuable food for thought