Will The Transit CX Trend Fizzle?
Increasingly, transit leaders are customer experience (CX) champions. Listen to recent interviews with Mayors, Board members, and Transit...
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CX Financial Incentives
Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent...
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Be Careful with KPIs
How reliable is reliable enough? How clean is clean enough? How safe is safe enough? To answer these kinds of questions, transit agencies...
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Action vs Control
People wonder: Why does it take government so long to get things done? Well, part of the reason is that government has so many...
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What is Out Of Scope in a Transit CX Program?
When you are developing a Transit CX program, one of the first questions to resolve is the Scope of the effort. To define scope, there...
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CX And the Budget Process
You can maximize the effectiveness of your Customer Experience (CX) program by linking CX with your organization's annual budget process....
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Where is CX On Your Org Chart?
Where should Customer Experience (CX) reside in your organization? The answer is: it depends.... Ideally, if the CEO or President of your...
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Transit CX Building Blocks
A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building...
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