The Algorithm is Driving: How I-95 Taught Me Your Customer Journey Has Been Rerouted
For decades, the I-95 corridor between DC, New York, and New Jersey had a rhythm. We knew the stops. We knew the "Shotgun" rider’s sacred duty: managing the AAA TripTik and navigating the paper maps. In those days, you pulled into a state-run rest stop, walked to the customer service counter, and actually spoke to a human to ask about road conditions or which bridge to take. It was a predictable, linear customer journey. Decades later, I realized while driving this same stretch: I am no longer in charge of where I stop. The Car is the Customer We drive a Tesla. We bought it specifically because the Supercharger network is extensive on this route. But this decision changed something fundamental about our travel behavior. We rarely stop at traditional rest areas anymore. The car’s navigation algorithm calculates our battery levels and routes us to Superchargers. Surprisingly, these aren't usually at the official rest stops. They are at ga...
