The Employee Experience. Wride Matthew

11

Rick Perlstein, “Chicago’s ‘Smart Card’ Debacle and Privatisation,” The Nation, December 10, 2013. Retrieved from https://www.thenation.com/article/chicagos-smart-card-debacle-and-privatisation/

12

Michael Hinshaw, “Customer Experience Lessons from the Chicago Transit Authority: A Cautionary Tale,” CMO, November 19, 2013. Retrieved from http://www.cmo.com/opinion/articles/2013/11/19/customer_experience_.html

13

Chuck Sudo, “A Former Ventra Call Center Employee Speaks,” Chicagoist, December 17, 2013. Retrieved from http://chicagoist.com/2013/12/17/a_former_ventra_call_center_employe.php

14

“Three Is Our Magic Number,” YouTube, March 14, 2014. https://www.youtube.com/watch?v=2lOLXPFsZ58