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...

Where should Customer Experience (CX) reside in your organization? The answer is: it depends.... Ideally, if the CEO or President of your...

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 jo