Some of the best Customer Experience ideas start with insights from front-line employees. When I oversaw the rollout of a BART brand update 15 years ago, I assembled a team of Station Agents and Operations Supervisors to explore ways to improve the rider and employee experience. In our monthly meetings, one recurring theme surfaced - Station Agents taking pride in being able to spot "Newbies" (i.e., new riders) when the Newbies enter a station. At the same time, our surveys t
