Percepta — How Customer Experience Will Become Mobility Infrastructure

Send us Fan Mail Omar Riahi, Global EV Enablement and Sales Development at Percepta, joins Field Frequency to discuss why customer experience is becoming essential mobility infrastructure. From EV onboarding and charging reliability to connected vehicles, fleet electrification and autonomous transportation, Omar explores how reducing friction could accelerate EV adoption and strengthen customer loyalty. The future of mobility depends on more than innovative vehicles and charging technology—it also requires an ownership experience customers can understand and trust. In Episode 36 of Field Frequency, host Jason Cortes speaks with Omar Riahi, Global EV Enablement and Sales Development at Percepta. Omar explains how Percepta supports the automotive customer lifecycle, from presale and onboarding through charging assistance, connected services, dealership support and resale. Drawing on his experience working directly with EV owners, dealerships, charge point operators and engineering teams, Omar identifies fragmentation as one of the industry’s most significant challenges. Charging procedures, payment systems, adapters and digital platforms can vary widely, creating unnecessary friction for drivers. Jason and Omar also explore how software-defined vehicles are reshaping transportation. Over-the-air updates, connected services, telematics and bidirectional charging could turn vehicles into increasingly integrated parts of our homes, businesses and energy systems. The conversation covers: Why customer trust and effective support are critical to EV adoption How proactive onboarding can improve the ownership experience The need for simple, consistent and reliable charging Why charging availability may be the key to making charging feel invisible How customer experience can support loyalty, revenue and ROI The growing role of software-defined and connected vehicles Differences between retail and fleet electrification Home-charging reimbursement options for fleet vehicles Vehicle-to-home, vehicle-to-building and vehicle-to-grid applications A future shaped by autonomous mobility and wireless roadway charging Connect with Omar on LinkedIn and learn more about Percepta at percepta.com. Omar Riahi is the Global EV Enablement & Sales Development Manager 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.