L’information en temps réel n’est plus un luxe — c’est une attente fondamentale pour les usagers du transport collectif d’aujourd’hui. Mais la précision seule ne garantit pas une expérience client optimale. Cet atelier plongera au cœur des éléments essentiels qui façonnent le succès de l’expérience client en temps réel : de l’exactitude des données, à la couverture et à la rapidité du système, en passant par la diffusion de l’information sur les bons canaux, jusqu’à l’expérience sur le terrain — signalisation, équipes mobiles ou encore mobilité partagée — qui s’unissent pour soutenir les clients quand et comme ils en ont besoin, qu’il s’agisse d’événements planifiés ou imprévus. 

Nous examinerons comment les agences gèrent les trajets annulés, les détours et les avis de service, ou encore les incidents majeurs tels que les fermetures de stations ou d’échanges, qu’ils soient prévus ou soudains — et pourquoi la façon dont ces mises à jour sont présentées et l’accompagnement offert aux clients peuvent renforcer ou briser la confiance des usagers. Nous aborderons également l’importance de rejoindre les usagers là où ils se trouvent. Même les meilleures données et la signalisation la plus claire ne servent à rien si les clients n’ont pas une vision complète de la situation et, surtout, s’ils ne peuvent pas effectuer leur trajet en toute confiance et simplicité. 

Rejoignez nous pour un regard franc sur les irritants que vivent les usagers et sur la manière dont les agences bâtissent des systèmes d’information en temps réel qui tiennent réellement leurs promesses.

Canada is undergoing an unprecedented expansion of commuter rail and light rail systems due to rapid urbanization, population growth, and the need for sustainable transportation solutions. Transit Asset Management (TAM) is essential for maintaining the efficiency, safety, and reliability of public transportation systems. 

Effective TAM practices involve a systematic approach to planning, acquiring, operating, maintaining, and renewing transit assets over their lifecycle. This approach optimizes asset performance, minimizes costs, and maximizes the value of public investments in transit infrastructure. However, Canadian transit agencies sometimes encounter significant challenges in implementing robust TAM practices, impacting the overall quality and sustainability of transit services. 

Despite the recognition of TAM's importance, there are varying levels of maturity in the asset management practices employed across the country. Key challenges range widely between larger and smaller transit agencies and include data management, funding constraints, a shortage of expertise and dedicated resources, and aging infrastructure. 

Addressing these gaps is crucial for ensuring the long-term sustainability and reliability of Canadian public transit systems. Effective TAM can minimize service disruptions, reduce maintenance costs, and extend the lifespan of transit infrastructure.

This session will explore the Transit Asset Management landscape across Canada, with the intent of understanding the current best practices and limitations, identifying key issues, and discussing potential solutions that could be developed for the benefit of Canada's transit industry.

This Workshop will be presented in English.

Online registration is required in order to participate to this workshop. 

Click here to register

Real-time information is no longer a luxury—it’s a core expectation for today’s transit riders. But accuracy alone doesn’t guarantee a great rider experience. This workshop takes a deep dive into the key elements that shape real-time CX success: Everything from data accuracy, system coverage and speed to the data delivery through the right channels to the on the ground experience, signage, street teams or shared mobility that come together to support customers when and how they need it across planned and unplanned events. 

We’ll explore how agencies are managing cancelled trips, detours, and service alerts or larger incidents like station or exchange closures pre-planned or unexpected —and why the way these updates are displayed and our customers are supported can make or break trust with riders.

We’ll also examine the importance of meeting riders where they are. Even the best data and signage won’t help if our customers don’t get the full picture and most importantly aren’t confidently able to complete their journey, simply. 

Join us for a candid look at the pain points riders face and how agencies are building real-time systems that actually deliver on their promise

This Workshop will be presented in English.

Registration is not required in order to participate to this workshop.