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 are two key questions to answer: Who is the "Customer" in Customer Experience? What aspects of the Customer Experience are in scope? 1. Let's start with "Who is the "customer" in Customer Experience?" Is it only bus and rail riders? Does it include paratransit customers? Does it include those who use ancillary services you may provide like sha