Canadian Transit Forum - February/March 2014 / février/mars 2014 - (Page 17)

Feature CUTA 2013 FALL CONFERENCE IN CALGARY: TRANSFORMING THE CUSTOMER EXPERIENCE By Scott Haskill Business Members' Evening at the Gasoline Alley Museum, sponsored by CUTA Business members. MORE THAN 450 DELEGATES made the most of their time in Calgary at the CUTA Fall Conference and Trans-Expo 2013. Alberta's largest city didn't disappoint with its friendly people, vibrant downtown and nearby mountains. The November 23 to 27 conference revolved around the theme "Transforming the Customer Experience," a very timely topic for all transit agencies and suppliers in the Canadian transit industry. Once delegates arrived in the city, an excellent city tour was included as part of the program. "It was one of the best tours I've been on," said one delegate. "They sure know how to take good care of visitors in this city" was another comment. Also taking place on Saturday and Sunday were meetings of CUTA's national committees, including Technical Services, Communications & Public Affairs, Business Members, and Human Resources. Most are open to all CUTA attendees, feature excellent discussions of current trends and let members play a part in setting CUTA's goals for the coming year. Sunday night featured the welcome reception, which was held at the hotel and was timed to coincide with the Grey Cup, taking place a province away in Regina, Saskatchewan. In addition to the networking that is the highlight of CUTA receptions, there was a hearty western-themed buffet, while a big screen let everyone follow the game. Quite a few attendees in green Saskatchewan Roughrider jerseys left the event very happy with the convincing victory by the home team. The Monday-morning breakfast always sets the tone for the week. CUTA CEO Michael Roschlau and Chair Bob Paddon introduced an exciting slate of morning speakers. Doug Morgan, Director of Calgary Transit, welcomed the delegates. Michael Melaniphy of APTA and Alain Flausch of UITP were introduced, and then took the stage with Michael Roschlau for a transit association CEO panel discussion, moderated by Bob Paddon. The talk, a new feature, covered important issues to the transit industry in Canada, the USA and the rest of the world. The importance of CUTA's connections with its international partners was emphasized. The Honourable Denis Lebel, federal Minister of Infrastructure, Communities and Intergovernmental Affairs attended the Monday breakfast to give a keynote address. "I often say that world-class infrastructure is essential for the well-being of Canadians. I say it because I believe it, and it's true. World-class continued on page 18 canadian transit forum | forum canadien sur le transport collectif 17

Table of Contents for the Digital Edition of Canadian Transit Forum - February/March 2014 / février/mars 2014

Message from the President: Customer Service—The Core of Our Business
Message du président : Service à la clientèle—Le coeur de notre activité
Elevating the Customer Experience: CUTA’s Passenger Charter
Rehausser l’expérience client : Charte du passager de l’ACTU
CUTA 2013 Fall Conference in Calgary: Transforming the Customer Experience
Congrès d’automne de l’ACTU 2013 à Calgary : Transformation de l’expérience client
Advocacy File: Ottawa Embraces CUTA as the “Go-To” Organization for Transit
Le dossier de la sensibilisation : Ottawa adopte l’ACTU comme organisation « de référence » en matière de transport collectif
People in Transit
Les gens du transport
Industry News
Nouvelles du secteur
Trade List & Buyers’ Guide
Index commercial et guide des produits

Canadian Transit Forum - February/March 2014 / février/mars 2014