Increasingly, transit leaders are customer experience (CX) champions. Listen to recent interviews with Mayors, Board members, and Transit CEO's, and you will hear about improvements they are making to the Customer Experience (and often Employee Experience!). Transit leaders feel pressure to deliver CX and EX improvements from not only employees, riders and journalists, but also from funding agencies that want shorter headways, user-friendly fare payment, and improvements to c

Customer centricity is largely a cultural affair. If employees at all levels are genuinely passionate about delivering excellent experiences, Customer Experience (CX) will blossom and the agency will thrive. In the WIIFM (what's in it for me) world we live in though, it's helpful to also use cash bonuses to incentivize CX outcomes. Financial incentives are a great way to align the organization around CX improvements and get employees at all levels to row together! CX financia