Event FinderAdvancing Customer Experience Programs in Public Transit
- Starts
- Ends
- Format
- Online
- Location
- VIRTUAL
About This Event
Customer experience (CX) programs help public transit agencies better understand rider needs, strengthen customer-focused services, and build both ridership and community support. As these programs expand without industry-wide standards, transit agencies are taking a variety of approaches to their design, organizational structure, and performance measurement. TRB will host a webinar on Tuesday, November 10, 2026 from 2:00 PM to 3:00 PM Eastern that will explore the state of practice for transit agency CX programs based on TCRP Synthesis 187: Transit Agency Customer Experience Programs. Presenters will discuss emerging practices and findings from an industry scan, survey, and case examples, including approaches to strategic planning, organizational structure, performance measurement, and multidisciplinary collaboration. The webinar will also highlight gaps and opportunities for future research to strengthen CX program effectiveness and advance the field. This webinar is sponsored by TRB’s Transit Cooperative Research Program. There is no fee to attend this webinar. Registration is required. A recording will be sent to all registrants after the webinar.