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

Where should Customer Experience (CX) reside in your organization? The answer is: it depends.... Ideally, if the CEO or President of your agency is passionate about CX and wants a broad, comprehensive program, CX should reside in the Office of the CEO. That will maximize the impact of the CX program and alignment with the CEO's vision. Positioning CX in the Office of the CEO gives the program stature and places it in a location that spans all parts of the organization. It als

A systematic, agency-wide approach is needed to create an effective customer experience program. Here is a quick overview of key building blocks (along with links to more detailed blog posts): Identifying and Remedying Pain Points CX starts with understanding customer pain points using valid surveys and real time "live listening" through social media and call centers. Tip: The best source of information for CX is in-the-moment surveys to detect issues during the customer jour