Randy Clarke On Reinventing the Customer Experience at Washington Metropolitan Transit Authority

In 2022, Washington Metro was in crisis: a $750 million budget deficit, two-thirds of its trains grounded, ridership at rock bottom, and serious safety challenges. Four years later, Metro has achieved record safety performance, led the nation in ridership growth, and earned recognition as one of America's outstanding transit agencies. How did Randy Clarke turn things around? In this episode I sits down with Randy Clarke, General Manager and CEO of Washington Metropolitan Area Transit Authority (WMATA), for a candid conversation about what it really takes to transform a major transit system. From his focus on ridership to rebuilding customer experience, redesigning bus networks. Randy shares the strategies behind Metro's remarkable comeback. He also reveals his ambitious vision for the future — including red line train automation. A must-listen for anyone working to make public transit better.