Let's go for a ride with future transit riders and employees for a glimpse of what customer experiences might be like in the future.

AI generated podcast using Google's NotebookLM app. Generated May 20, 2025.

Innovative customer service KPIs and methods to share with your Customer Service Team to transform the customer experience of complainants.

Here are some highlights of my experiences traveling by transit in Vietnam and Japan. Some great experiences, some not so good, but...

13-minute primer on how to build a Customer Experience program at your transit agency

How your train's face affects Customer Experience - CX and Exterior Design of Train Cars.

Product, Price, and Promotion Transit Marketing and Communications (MarCom) staff are often drawn to Customer Experience (CX) because...

It always seems impossible until it is done. Hot off the press, an excerpt of a Customer Experience chapter I wrote...

Cancellations are a moment of truth for transit agencies and their riders. Suppose you are waiting at a bus stop to pick up your kids at...

In the bustling world of public transportation, where efficiency and reliability are paramount, there exists a quieter yet equally vital...

Welcome to the fourth in a series of profiles of transit Customer Experience leaders. Today, I am featuring Patricia Lucy, who oversees...

Welcome to the third in a series of profiles of transit Customer Experience (CX) leaders. Today, I am featuring Danny Levy, Chief...

Traditional design of transit services is often constrained at the start by what's available, politically acceptable, or convenient. A...

What employee attitudes and behaviors do you want to nurture when hiring, training, coaching, and recognizing employee excellence? Prized...

Some of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand...

Welcome to the second in a series of profiles of transit Customer Experience leaders. Today, I am featuring Rhonda Allen, Chief Customer...

Previously I wrote about User Experience (UX) testing of new transit products , and how involving transit riders in the design process...

Welcome to the first in a series of profiles of transit Customer Experience leaders. Today, I am featuring Russ Arnold, newly promoted...

Increasingly, transit leaders are customer experience (CX) champions. Listen to recent interviews with Mayors, Board members, and Transit...

So you want to reward riders as a way to enhance your customers' experiences and build ridership? What's the best way to do that? There...