Trends Report

A Cautionary Tale: Why Digital Monopolies Need Strong CX Too

Weak Customer Experiences Threaten Grab's Dominance In Singapore

October 3rd, 2018
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
Dane Anderson, SVP, Intl Research & Product
Dane Anderson SVP, Intl Research & Product
With contributors:
Frederic Giron , Sukriti Dangi , Bill Nagel

Summary

When Uber exited Southeast Asia in exchange for a 27.5% stake in homegrown digital darling Grab, few questioned the bright future that lay in store for Grab. But the three months since the merger have been anything but smooth, especially in Singapore. Grab managed to irritate customers and drivers alike with changes that they perceived as heavy-handed and arrogant. This report shows why the customer experience (CX) is critical for high-flying digital disruptors and outlines the steps eBusiness professionals should take and the mistakes they need to avoid.

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