Cabify enhances user experience by combining technology with personalization. Through AI-powered solutions, the company optimizes interactions and tackles challenges like high-demand license shortages. How does Cabify define customer experience, and what are the key elements to providing quality service? Cabify puts customers first – ensuring a seamless experience from app onboarding to the final ride. We focus on both tangible elements, like the quality of the car, and intangible aspects, like the overall user experience. These experiences can vary depending on the customer type, including partner collaborators. We identify critical moments in the customer journey that help us provide exceptional service, such as offering a bottle of water during the ride. To ensure this quality service, we aim for the app experience to be seamless, secure, and comfortable throughout the ride, while also resolving any issues efficiently if they arise at the end of the trip. What are currently the biggest challenges in customer experience, and how are they being addressed? One of the biggest challenges we face is the current shortage of licenses, which doesn’t meet the high demand in cities like Madrid. This can lead to fewer vehicles available during peak hours and longer wait times. In response, we are exploring alternatives to make the waiting experience more pleasant, or offer users other mobility options, such as motorbikes available through the app rented by the minute. Technological Solutions for Improving the Cabify Experience Real-time communication Ensures instant and direct communication with customers via the app. Quick ride assignment Technology that optimizes ride assignments to improve efficiency. Predictive models Analytics to predict demand and optimize vehicle availability. Continuous feedback collection Ongoing feedback to refine and improve our service. How are customer interactions managed? Which channels are most in demand, and what strategies are implemented to ensure efficient, personalized service, especially in critical moments that influence customer loyalty? We segment and tailor customer interactions based on their specific needs. We offer various communication channels depending on the target audience, ensuring we provide the right level of support. This approach helps us efficiently manage incidents, maintain service reliability, and be solutions-oriented. At the corporate level, we are unique in developing customized solutions based on the specific needs of each business. This has allowed us to create services like Cabify Asistencia, designed to meet the needs of insurers and other businesses requiring roadside assistance, pick-ups, or transfers to repair shops. We’ve also created ad hoc solutions for tenders, premium services for executive profiles, event services, and more. How do data and user behavior analysis help personalize the travel experience and improve Cabify’s service offerings? Data and metrics are at the heart of our decision- making. If something can’t be measured, it can’t be improved. With technology, we are able to understand what’s going on. This, combined with continuous analysis, enables us to address any complications during the ride and prioritize what’s most important at any given moment. How is artificial intelligence being used to optimize the customer experience? We are integrating AI solutions to further enhance the customer experience. For months, a multidisciplinary team has been working to identify how we can implement automated assistance without disrupting the user experience. AI is instrumental in optimizing responses to frequent queries, providing quick answers to common questions, and delivering immediate solutions. It also improves the accuracy of responses through continuous learning, allowing virtual assistants to offer more precise and tailored solutions. Finally, it shortens SLA (Service Level Agreement) times by speeding up the resolution of simple cases, ultimately reducing wait times. Although we are still in the early stages, the potential of AI to transform the customer experience is promising. As we continue to deepen our use of these technologies, we improve operational efficiency and offer more personalized, responsive, and humanized customer support. What emerging trends in customer experience and technology do you think will significantly impact the future of mobility, and how is Cabify preparing to adapt to them? We are seeing several trends that are already making an impact in our industry, such as advanced AI-driven personalization, omnichannel communication, and an optimal mix of channels to benefit the customer. Sustainability has also become a key pillar. We are focused on offering our customers a responsible and sustainable mobility alternative.