Tuesday, April 14 | 1:00pm – 3:00pm | CX/Marketing/Comms Committee Meeting | OPTA

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Room: International AB

 

Sponsor(s)

 

Session Description

Stream: Leadership Stream
Sponsor: Hanover Displays
Moderator: TBC

Speakers:
1. Brigitte Pawliw-Fry – Transit
2. Melanie Clarke – OC Transpo
3. Melissa Fernandes – Brampton Transit

1. Bus Stops and the Customer Experience:
Bus stops significantly impact the customer experience of riding public transit, affecting whether a customer feels safe, comfortable or equipped with the right information. How is your agency currently quantifying the impact of stop infrastructure on the overall customer journey, and what interventions—amenity upgrades, lighting, or real-time info—are you prioritizing to improve the customer experience at stops? 

2. 2026 FIFA World Cup
Toronto is hosting several matches this year. This isn’t just a TTC or Metrolinx issue; it’s a regional capacity challenge for all GTHA agencies. How do we handle “Wayfinding Harmonization” for international visitors who have never used PRESTO or the system before? How to effectively plan wayfinding materials (signage, maps, apps) for navigating to matches and then back to their accommodations? 

3. Customer Excellence = Operational Excellence
Guelph Transit (invited) is excited to share their five-year plan, which places a strong emphasis on customer excellence alongside operational excellence, and will discuss this approach and their current planning.

4. OC Transpo – Leading a Discussion About Paid Marketing Campaigns

 

Speaker(s) / Presenter(s)

 

Brigitte Pawliw-Fry – Northeast Partnerships, Transit

 

Melissa Fernandes – Customer Experience Marketing, Brampton Transit

 

Melanie Clarke – Transit Marketing Lead, OC Transpo

 

 

 

 

 

 

Moderator(s)