From Resilience to Reinvention: CEO Mike Bell on leading through change

“We’ve got your back”

When Mike Bell joined Driven Worldwide in 2009, the company was already punching above its weight—delivering premium ground transport services for global investment banks from a relatively small base. But over the years, under his leadership, Driven has become a sharper, more agile business, shaped by both seismic global events and a relentless commitment to quality.

A Culture That Shone from Day One

Mike’s early impressions of Driven were defined not by strategy decks or slick branding, but by the people. Friendly, capable, and committed to delivering excellence, the team made a strong impression—and that culture of warmth and professionalism has remained a consistent thread as the business evolved.

Leadership Lessons and Letting Go

Initially joining as Business Development Director, Mike stepped into the CEO role with a sense of apprehension. “I didn’t know how to be an MD,” he admits. In the early days, he held tightly to control, trying to ensure everything was delivered the way he would have done it. But over time, he learned to trust his team, empower them, and let expertise flourish. “I’m being less hands on and giving senior managers headroom to make their own decisions,” he says, “and the company’s better for it.”

COVID: Crisis and Catalyst

The pandemic was a near-existential threat to Driven. Staff numbers dropped from 53 to 9, and three global offices became one—”a broom cupboard in Hong Kong,” Mike recalls. But the crisis also became a rare chance to reset. With travel at a standstill, the team finally tackled the “too-hard pile” and streamlined operations, digitising processes, improving tech infrastructure, and freeing up staff to focus on client service rather than data entry.

Tech That Empowers People

Technology at Driven isn’t about bells and whistles—it’s about enabling people to do what they do best. From dynamic itinerary tools to AI-assisted invoice validation and real-time tracking, the goal has always been the same: take the pressure off staff and give clients better service. “Our clients don’t need to see everything on a screen,” says Mike, “but we so, so we can act before problems arise.”

Clients Expect the Best—And Always Have

Despite changes in communication styles and delivery, Mike doesn’t think passenger expectations have become more demanding. “There’s always been an expectation of a business-class service,” he says. What’s changed is how that service is delivered—through slicker comms, proactive planning, and smarter tools.

Sustainability: From Offsetting to Action

Driven has been carbon neutral since 2005, but Mike admits early efforts felt a bit like “greenwashing.” Now, with help from sustainability partner Zellar, the company is digging deeper—tracking emissions across operations, working with suppliers to modernise fleets, and pushing toward true emissions reduction, not just offsetting.

The Next Big Thing? Not Driverless Cars

While the industry buzzes about automation and AI, Mike’s focus remains practical. Hydrogen and EV infrastructure are major areas of evolution—but don’t expect driverless vehicles to take over anytime soon. In high-touch roadshow travel, he says, “the human connection still matters. You’re in a car all day with someone—there’s a relationship there.”

Regulation, Risk, and Readiness

Driven operates in a tightly regulated space, particularly in London, and Mike notes growing demands around compliance, data security, and client reporting. But instead of resisting regulation, the company has leaned in—adapting, auditing, and delivering the kind of operational transparency expected by the world’s biggest banks.

Crisis Management as a Core Strength

From the Icelandic volcano to Heathrow power outages, crises have tested the company—but never broken it. The COVID pivot was a case in point. Within two days, the entire team was set up remotely, thanks to a well-timed business continuity audit. “It was phenomenal,” says Mike. “Our plan worked—and then some.”

Keeping a Sense of Humour

Amid all the complexity, there have been moments of levity too. Mike Bell, CEO, recalls one particularly memorable incident from the early days: “There was a Korean roadshow—this was before GPS tracking—and we completely lost contact with the chauffeur and passengers for hours. We feared the worst. We even dispatched other vehicles to search for them, thinking there had been an accident.”

As it turned out, the clients had simply asked the chauffeur to turn off his phone… so they could make an unscheduled visit to a lap dancing club. “The driver was just trying to deliver good service and didn’t feel he could say no!” Mike laughs. “It wasn’t ideal—there was definitely some panicked hair-pulling at the time—but it’s one of those stories that sticks with you.”

He shares the anecdote with a smile but is quick to underline the serious point: “We’ve come a long way since then. Today, our systems ensure constant visibility and real-time communication. Passenger safety and service integrity are non-negotiable for us.”

Conclusion: A Business Built on People

Throughout it all, Mike credits the company’s strength to its people, suppliers, and partners. “We’re nothing without them,” he says. Driven Worldwide may be a small company on paper, but in attitude, agility, and ambition, it’s anything but.

Our clients and suppliers know that ‘We’ve got your back’.

Driven to Deliver: 25 Years of Operational Excellence in Global Chauffeuring

Driven Worldwide has become a force in high-end global chauffeuring

A Q&A with James Decarte, Driven Worldwide’s Global Operations Director

When James Decarte joined Driven Worldwide as its very first employee in 2000, the business hadn’t yet opened its doors. At 21, he had just left the world’s largest chauffeuring company to take a leap of faith with a brand-new start-up. “It was a move from the biggest in the world to something that didn’t even have a first day of trading,” he recalls. “But I was young enough to take the risk.”

Fast forward 25 years and Driven Worldwide is a global force in high-end managed chauffeur services, with hubs in London, New York, and Hong Kong. And James—now Global Head of Operations—has seen it all, from humble beginnings in a small office to a business known for its operational precision, human touch, and trusted global network.

A Front-Row Seat to Growth

For the first 18 months, Driven was run by just three people. “It was a bit like being a sponge,” says James. “I was hearing all these conversations about how a business works, sitting in a room with the founders. Sometimes I wondered if I was supposed to be listening—but I learned so much.”

That spirit of learning-by-doing defined the early years. James was quickly exposed to responsibilities far beyond his age or experience—from managing reservations to flying solo to international meetings in places like Dubai and Abu Dhabi. “You don’t realise at the time how much trust someone puts in you when they send you abroad in your early twenties to represent the company. But I was given a chance, and I grabbed it.”

A People-First Philosophy

That trust—and the opportunity to grow—has stayed with James and become a defining feature of the company. “We talk a lot about being people-focused, but it’s not just words. I believe everyone grows as in individual and can contribute more to the business if they are empowered to try new things and step outside their comfort zone.”

James embodies that ethos. He’s stepped into his current role as Head of Operations for the third time, each time more self-aware than the last. “The first time I stepped down because it felt like too much, too soon. The second time, I wasn’t the manager the team needed. But now, I’ve found my balance. I don’t expect perfection—I just want to support the people around me.”

Holding Steady Through Industry Shifts

Over the past two decades, the chauffeuring industry has seen seismic shifts—from changing client expectations to the rise of tech-first competitors. Yet, the essence of what clients want hasn’t changed much, James says. “They still expect a smart, professional chauffeur, a clean vehicle, and a safe, punctual journey.”

What has changed is the demand for visibility and information. “People don’t want to call us to ask where their driver is—they want to see it instantly. That’s where technology had to evolve.” Driven rose to that challenge by building its own reservation platform from scratch, something James is immensely proud of. “That’s rare in this industry. It means we can innovate quickly and stay ahead.”

Still, technology has always served to support—not replace—the company’s human-first model. “You’ll always deal with a real person at Driven. That’s part of what sets us apart.”

Standing Apart in a Crowded Market

As new providers continue to enter the market, the distinction between car services and true chauffeuring has become more important than ever. “There’s a difference between being a car provider and being a chauffeur provider,” James says. “We offer that project management layer around the service—attention to detail, accountability, relationship management. That’s what makes it high-end.”

That holistic, people-driven service has earned Driven Worldwide a loyal client base. Yet even now, James says the team continues to ask themselves: what is it that gives Driven its magic?

“There’s something about this company that people find hard to describe. People leave and come back. It’s been the longest job for a lot of people. Maybe it’s that we try to be fair, open, and embrace everyone’s individuality. It’s OK to say you’re struggling here—it’s not a competition.”

A View from the Road Ahead

James is also candid about the complexities facing the industry—especially around sustainability. While clients express a desire for greener transport, requests for electric or hybrid vehicles remain rare. “We generate emissions reports, but we don’t always know where that information goes. We’re trying to do the right thing, but transitioning to an electric fleet is a big challenge. Vehicles are expensive, and the cost has to be absorbed somewhere.”

Looking to the future, James acknowledges the talk around autonomous vehicles but remains sceptical. “Some companies might try it as a novelty. But there’s a psychological comfort in having a human chauffeur. Especially for executives travelling constantly—it’s about more than transport. It’s someone who recognises you, looks after you.”

The Value of Human Connection

After 25 years, it’s not the crises or the high-pressure moments that stick with James—it’s the relationships. “We’ve had volcanic ash clouds, recessions, 9/11, COVID. We’ve seen the world stop and restart. But what always mattered most was the people.”

Whether it’s chauffeurs, suppliers, or clients, relationships are at the heart of Driven’s business model. “I always tell the team: build real relationships. They’ll help you when you’re in a tight spot. This is a people business through and through.”

And in true Driven style, even the funny moments carry heart. James recalls a chauffeur who took a tumble down the stairs during an interview—mortified at the time, but who went on to become one of their best. “It’s a memory we still laugh about. He was brilliant—and still is.”

From boy to man —James’s journey mirrors the evolution of Driven Worldwide. As the company celebrates 25 years in business, his story is a reminder that growth, trust, and a genuine human touch will always set you apart in a changing world.