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“It’s not just safety and the technical aspects of autonomous cars that will determine their adoption rate — it’s also the consumer experience,” Markus Winkler, the director of the global automotive sector at Capgemini, said in an interview.
Winkler said that engineers and researchers needed to work hand-in-hand with marketers and user-experience experts to create self-driving cars that serve customers’ needs. “The consumer has to be brought back into the boat of this discussion,” he said. “They expect to be safely transported, but they also expect the convenience and the customer experience that autonomous driving is promising them.”