In this episode of METROspectives, METRO Magazine spoke with Inez Evans-Benson, SVP and deputy transit and rail market leader for WSP in the U.S., about the line between customer experience and customer satisfaction.Drawing on decades of industry experience, Evans-Benson offered insights into the differences between the two, along with tips for better customer engagement and more.

Topics include:

· The differences between customer satisfactionand the customer experience.

· How to prioritize the customer.

· Innovating to increase customer satisfaction.

· How to better engage customers.

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In this episode of METROspectives, METRO Executive EditorAlex Roman sits down with Timothy Menard, Founder and CEO of LYT, to talk about how AI and intelligent technology are reshaping public transit operations.

Menard discusses how data-driven signal prioritization isimproving efficiency, reliability, and ridership, while offering insight into the innovations driving the next generation of smart mobility. Together, they explore how technology and collaboration are paving the way for a more connected, sustainable future in transit.

Topics include:

· The changing face of public transit.

· The current and future evolution of technologyin transit.

· Overcoming hurdles when implementing newtechnologies.

· Future Trends

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In this episode of METROspectives, METRO’s Executive EditorAlex Roman sits down with Ana-Maria Tomlinson, Director of Strategic & Cross-Sector Programs at the Canadian Standards Association (CSA Group). With deep expertise in standards development and cross-sector policy alignment,Tomlinson shares how CSA is helping shape the future of safety, accessibility, and resilience across North America's transportation systems.

We explore the evolving role of transit standards, includinghow they're responding to emerging technologies, climate change, and the growing need for equity and sustainability. Tomlinson also highlights the importance of cross-sector collaboration, the value of stakeholder engagement,and how CSA ensures its standards reflect the real-world needs of both operators and riders.

Topics include:

· Why standards and codes are crucial as Canadiantransit continues to grow.

· Bringing together stakeholders to shape thefuture.

· Shaping the program around existing standardsand codes worldwide.

· Setting an aggressive timetable for a four-partprocess.

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In this episode of METROspectives, METRO’s Executive EditorAlex Roman sits down with Colin Parent, Executive Director and General Counsel at Circulate San Diego, to discuss his recent report, “The Powerless Brokers,” and what it reveals about how decisions get made — and too often stalled — in public transit in California, as well as the rest of the US.

With a background spanning law, public policy, and advocacy,Parent brings a nuanced perspective on what it takes to make transit projects happen — and why accountability, mentorship, and leadership development are essential to the future of urban mobility.

Topics include:

· The genesis of ‘The Powerless Brokers’ and howhis report came about.

· Systemic issues with permitting despite votersupport for public transit.

· Possible changes that could help speed theprocess and eliminate current issues.

· How these issues apply to other regions, as wellas Federal funding.

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When Doug Wright stepped in as President of Forest River Bus & Van in March 2025, his goal was clear — take a strong company and make it even stronger. In this conversation, METRO Executive Editor Alex Roman talks with Wright about Forest River’s journey so far, what’s driving its successtoday, and his vision for the future.

Topics include:

· COVID’s Impact on the company and industry.

· Transporting the most vulnerable members ofsociety.

· Controlling customer service.

· Issues facing bus manufacturing now.

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Julie Chalmers was recently named one of METRO’s 2025 Women in Transportation. Recently, Executive Editor Alex Roman had a chance to talk to Chalmers, GM at Hotard Coaches Inc. in New Orleans, about being a leader in a historically male-dominated industry, providing mentorship to other women, career milestones, and much more.

Topics include:

• Getting her start in the motorcoach industry.
• Hurdles faced as a woman in transportation.
• How Hotard has evolved over the years.
• Attracting women into the motorcoach industry.

With COVID splitting the number of motorcoach operatorsessentially in half, the United Motorcoach Association (UMA) is working on ways to boost new entrants. Scott Michael, President and CEO of the UMA, joins METRO’s Executive Editor Alex Roman to discuss what the association is doing toincrease the number of operators, the state of the UMA in general, and much more.

Topics include:

· The impact of COVID on the motorcoach industry.

· Creating relationships with state and federallegislators.

· Evolving post-pandemic business models.

· Who is currently entering the market?

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Josh Stoddard is the Director of Vehicle Maintenance at Spokane Transit Authority (STA), a role he has held sinceat least April 2025. In this capacity, he oversees the maintenance operations for STA's fleet, ensuring the reliability and safety of the vehicles that serve the Spokane community. ​Topics include:

· Spokane Transit’s growing fleet and bus facilityneeds.

· The opportunities for technicians to growthrough the use of technology.

· Information sharing at the state and federallevel.

· Choosing the right team to support youthroughout the entire process.

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