EV companies need to provide customer service that is efficient, personalized, and capable of supporting both technical and non-technical users to maintain high satisfaction. Nearly 50% of EV drivers face issues with public chargers—such as malfunctions, payment errors, or inactive stations—resulting in frequent support calls and highlighting the value of well-trained service teams in building trust. Customer support demands can be complex, with users expecting real-time solutions, while measuring ROI remains challenging. This episode will explore strategies to boost customer satisfaction, lower costs, and uncover new revenue opportunities.

Topics Covered

• What is EV Customer Experience – CX
• Reducing EV Customer Pain Points
• Public Charging Support Issue Resolution
• One-Stop Customer Information Access
• Full Customer Lifecycle Management
• Customer Education on EV Usage
• Process Assessment and Mapping
• Upskilling EV Customer Support Teams
• Automation and System Integration
• Proactive Customer Support Outreach
• Loyalty and Retention Strategies
• Personalization and App Digitization
• CX for Multiple Automotive Segments
• Data-Driven Customer Experience Insights
• Technology-Aided Friction Reduction
• Designing CX Before Implementing Technology

Omar Riahi is the EV Customer Experience – CX Optimization leader at Percepta, specializing in innovative customer support strategies for the EV industry. With over 15 years of expertise in customer service operations, process optimization, and EV support technologies, Omar has driven initiatives that enhance satisfaction, streamline workflows, and reduce costs. A Lean Six Sigma Black Belt, he is known for implementing data-driven solutions that elevate EV customer experiences while creating new value for automotive clients.

Website: Percepta