Metro Magazine, February 2020
24 METRO MAGAZINE COM FEBRUARY MARCH 2020 WHAT TRANSIT MUST FIX TO ENHANCE THE CUSTOMER EXPERIENCE Overcome these barriers when transitioning from a traditional business objective approach to a customer driven strategy By Chris McCarthy ETS HISTORICALLY THE MANDATE for most public transportation agencies has been straightforward Move people safely and reliably at the least cost to taxpayers This charge worked well in environments where they had little competition outside of taxicabs and privatelyowned automobiles New technologies however are squeezing agencies by simultaneously creating new forms of competition and heightening consumer expectations Customers are taking their experiences in the private sector transportation market and projecting them on public agencies Lyft and Uber have made mobility seamless ubiquitous and ondemand creating a private Mobility as a Service MaaS market that is upending transportation Driverless technologies as they begin living up to their potential will help MaaS further mature The new environment in which transit agencies are operating is causing more of them to move toward customer experience CX programs such as electronic ticketing and mobile app schedules that leverage technology Theoretically there is no reason commuters leaving their homes should not get push notifications from a transit authority about a subway line outage that impacts their route to work without that notice going out to the entire city Furthermore a modern CX system would know a particular persons final destination and suggest a personalized alternate route to help minimize inconvenience H Transit agency workers should be empowered to take a customer first approach to their interactions TRANSIT CUSTOMER EXPERIENCE
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