For transit agencies that want to go the extra mile to provide a great customer experience, consider the "Hire for Heart" program at Long Beach Transit.

When building a CX Program, don't forget to also focus on the experiences of your own employees, because the quality of the service they...

Enemy #1 to any CX Program is the notion that "It's not my job." Even though job descriptions sometimes say "other duties as assigned,"...

To improve experiences for transit customers often requires that transit agencies undergo change. Previous assumptions and practices may...

A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to become part of the organizational culture at every level to be successful. Every day, transit employees at all levels have opportunities to impact the customer experience. When employees are committed to serving the community and providing good experiences to riders, they are more likely to go the extra mile to make a difference. For example, an