Check out this updated blog post on the growing number of transit agencies in North America that have customer experience programs. Originally published in Mass Transit magazine.

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 reliable is reliable enough? How clean is clean enough? How safe is safe enough? To answer these kinds of questions, transit agencies...

Most organizations are flooded with customer feedback, and the challenge is knowing what to do with it all. Maybe you have a steady...

You can maximize the effectiveness of your Customer Experience (CX) program by linking CX with your organization's annual budget process....

Statistically-sound customer surveys should be the cornerstone of any CX program. The main objectives are: To identify the top pain...

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