Room: Mississauga
Sponsor(s)
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Session Description
From Hype to Impact – AI and Transit Operations
Stream: Operations Stream
Moderator: TBD
Speaker: Suzanne Holder – MiWay
“Voice of the Customer” program and some interesting work with AI to uncover customer insights
Speaker: Pat Gregory – Spare
Artificial intelligence is moving beyond hype and into practical application for public transit agencies. As systems face increasing demand, limited resources, and growing operational complexity, AI presents an opportunity to improve efficiency, service quality, and staff effectiveness, when applied thoughtfully. This session explores where AI is already delivering real value in transit operations, from accelerating access to insights in data-rich environments to automating routine workflows such as rider communications and trip confirmations. Rather than replacing human expertise, AI can augment staff capacity by handling repetitive tasks and supporting faster, more informed decision-making. Drawing on recent industry discussions and real-world use cases, this session examines how incremental, context-aware AI implementations can create meaningful operational impact. Attendees will leave with a clearer understanding of practical AI applications, considerations for responsible adoption, and concrete ideas for AI within their own agencies.
Speaker(s) / Presenter(s)
Bio:
Suzanne Holder serves as the Manager of Customer Experience and Innovation for MiWay, City of Mississauga. As an inspiring leader, she guides a skilled team in delivering forward-thinking programs focused on strategy development, customer and employee experience, service excellence, and internal communications. She is driven by a passion for creating inclusive, purpose-driven environments. Suzanne is dedicated to creating environments where individuals feel valued, supported, and empowered to be their authentic selves. She actively champions cultural transformation to support business innovation, using a variety of business improvement approaches—especially human-centered design—to deeply understand user needs and deliver exceptional experiences. She is known for her positivity, professionalism, and creativity, Suzanne is a strong driver of positive change and continuous improvement.
Bio:
Pat Gregory – Senior Product Manager, Spare
Bio: