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.

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

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...

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

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

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

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...

Original image by Exp691 via Wikipedia, CC BY-SA 4.0. Art by Christopher Cheung. Much has been made about the costs and benefits of free...

Once you achieve service that is reliable, safe, on-time, clean, and user-friendly, you have the opportunity to go the extra mile to WOW...

Any CX program is incomplete without User Experience (UX) Testing of products. Are you preparing for your next order of new buses or...