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.

Webinar agenda and presenters

• Overview of findings and future research topics – Roan Bennett, independent consultant
• CX plan best practices – Aaron Weinstein, Transit CX
• Question and answer session moderated by Roan Bennett, independent consultant

The first 40 minutes of the webinar will be for presentations and the final 20 minutes will be reserved for audience questions.

Learning Objectives
At the end of this webinar, participants will be able to:

• Describe the state of practice for CX programs across the transit industry
• Identify emerging practices related to the design, organization, and measurement of transit agency customer experience programs
• Identify gaps and opportunities for future research to strengthen and advance CX programs

American Institute of Certified Planners Certification Maintenance Credits
This webinar is approved by the American Planning Association (APA) for 1 Certification Maintenance (CM) Credit. CM credits provide continuing education opportunities for AICP Certified Planners to continue their professional skills and knowledge. To receive CM credits, Certified Planners should visit the TRB event webpage on American Planning Association and register their participation.
Please make sure that you register for this session and log in using the link that TRB provides to your email account. We use this as your record that you attended this session. TRB only maintains the records of attendees who use their email address to log into the webinar and cannot verify attendance of individuals who view the webinar without personally logging into the session.
If you have problems reporting your CM credits or have general questions about the CM program, please contact AICPCM@planning.org.

Pre-registration is required. Once the webinar starts, you will be unable to register. Individuals that are registered for a webinar but do not receive their confirmation emails due to their organization’s internal firewalls should contact TRB Helpdesk for assistance in signing in.
View our FAQ page for more information.
Registration questions? Contact TRB webinar program.