April 23, 2025 • 6 min
Welcome to the first episode of The 60-Second CX Audit, where we reverse-engineer iconic brands to uncover what actually works in customer experience. First up: Uber—the company that turned the chaotic, uncertain world of taxis into a seamless, $120B empire.
In just one minute, we’ll break down how Uber:
Reduced the entire booking process to 3 taps
Made every step of the journey feel predictable and controlled
Ended on a high with invisible payments and instant feedback
And where it still struggles to deliver consistency
Plus, we’ll give you the 5-question CX audit framework we use with clients—so you can spot the friction points in your customer journey.
💡 Whether you run a SaaS platform or a sandwich shop, there’s something here for you.
▶️ Watch now. Apply it today.