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.

One way to systematically identify customer pain points is to do what's called Journey Mapping. This involves thinking about every stage...

Even though violent crime on transit is fairly low, many transit riders across the country are worried about their personal safety when...

When someone goes to Google Maps to figure out how to get from A to B, they can see how long it would take to drive or to take transit....

It's not unusual for Cleanliness to pop up as a top pain point for transit riders. Cleanliness is an important aspect of the customer...

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

A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building...

A CX Plan cannot script customer-centric behaviors for every scenario. The situations are simply too numerous. As such, CX needs to...