Meeting_Body
EXECUTIVE MANAGEMENT COMMITTEE
JANUARY 15, 2026
Subject
SUBJECT: CUSTOMER EXPERIENCE UPDATE
Action
ACTION: RECEIVE ORAL REPORT
Heading
RECOMMENDATION
Title
RECEIVE oral report on recent Customer Experience campaigns and initiatives.
Issue
ISSUE
Over the past quarter, the Customer Experience (CX) Cabinet continued to advance Metro's strategic priorities by improving customer journey, improving brand representation and increasing revenue opportunities. Within the CX Cabinet, the Marketing, Public Relations, Social Media, Events, Revenue Generation and Partnerships teams launched several key programs and initiatives that are contributing to ridership growth, brand trust, system safety and community engagement.
Equity_Platform
EQUITY PLATFORM
The Customer Experience Cabinet works to ensure all campaigns, initiatives, and programs are accessible, culturally relevant, and responsive to the needs of Metro's diverse customer base. This collaboration helps embed equitable practices in all aspects of customer communications, engagement, and service delivery. The Customer Experience Cabinet has worked with the Office of Civil Rights, Racial Equity and Inclusion (OCRREI) on campaigns including the LIFE and GoPass Programs as well as partnership engagements including The Taste of Soul and Korean American Festival.
These initiatives underscore Metro's commitment to providing a safer, more reliable, and more welcoming transit experience for all riders. Through the integration of marketing, communications, community partnerships, customer service, and arts programming, the Customer Experience Cabinet continues to elevate Metro's brand, support revenue generation, and strengthen public trust-positioning the agency for upcoming service expansions and major international events.
Additionally, across the Customer Experience cabinet, materials are produced in multiple languages and media relations team can do live interviews to disseminate informati...
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