After Uber failed to notify regulators and the public about a huge data breach, the company is facing serious long-term threats if customers continue to worry about its safety compliance, especially as the industry moves towards driverless cars. Following the string of scandals and legal issues, PVMI director John Paul MacDuffie says, “Each of these [incidents] are just going to chip away at Uber’s reputation and its hold on its customers.”
Nevertheless, there is still time for Uber to set itself back on the right track.“One thing that helps with culture change is a deep existential crisis,” says MacDuffie, especially if the crisis amounts to “We may fail as a company.”
In an interview with Knowledge@Wharton, he discusses Uber’s handling of its data breach and its implications for the company.