Room: International AB
Sponsor(s)
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Session Description
•12:30pm – 1:00pm – Lunch (International AB)
•1:00pm – Welcome and Introductions – Moderator Justin Hoppner, OC Transpo:
– Committee Governance – Volunteers for Chair and Vice Chair; New Business Member Vice Chair Jenn Van Geem, Swiftly
•1:10pm – MiWay Hidden Disabilities Sunflower Program – Suzanne Holder, MiWay
•1:30 – AI and Transit Operations: Customer Service and Wayfinding – Alex Masters Lecky, Peak Demand
– A demonstration of how AI-powered tools like voice agents and wayfinding assistants could revolutionize transit systems by improving customer communication, reducing wait times, and streamlining navigation
•2:00 – OC Transpo New Ways to Bus – Network Realignment, Justin Hoppner, OC Transpo
•2:20 – Break-Out Round Table Discussions (5 Tables of prepared topics – attendees can move around or stay at a table)
Speaker(s) / Presenter(s)
Justin Hoppner is currently the Senior Project Manager, Transit Marketing at OC Transpo in Ottawa, and the Vice Chair of OPTAÂ’s Marketing Committee. An avid transit user and advocate, Justin leads marketing and communications priorities in support of OC TranspoÂ’s Five-Year Roadmap, including the promotion of industry-leading fare payment methods, the transition to a 100% battery-electric bus fleet, and the expansion of OttawaÂ’s O-Train light-rail system. Justin also seeks to position OC Transpo as an employer of choice, and focuses on improving the customer experience through new approaches to the marketing of transit safety.
Suzanne Holder – MiWay
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.
Alex Lecky – Peak Demand
Based in Toronto, Alex has over 20 years of experience in digital systems, integration, and automation. As the founder of Peak Demand, he leads his team in developing cutting-edge AI solutions that empower transit agencies, government bodies, and businesses to transform legacy systems into agile, efficient networks. Passionate about harnessing AI to drive real-world impact, Alex demystifies advanced technologies to make them accessible and beneficial across multiple sectors.
Moderator(s)
Justin Hoppner – OC Transpo