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Reinventing a public institution with experience management

Public libraries have been a cornerstone of many local communities for more than a century. But the growth of online access to information has diminished their initial value proposition of lending books. Recognizing this shift, the Columbus Metropolitan Library (CML) reimagined the role of a public library in today’s society and reinvented the entire library system.

Hear from Alison Circle, Chief Customer Experience Officer at CML, about how they're re-thinking the system to deliver the experiences people want next. She'll be joined for a live Q&A with Bruce Temkin, Head of Qualtrics XM Institute to discuss CML's approach, how they're curating a customer-first culture, and designing environments optimized for new goals.

What you'll learn:

  • How to create a CX philosophy and culture that drives action
  • What it takes to build and manage a multi-faceted CX program
  • The impact of making every customer feel valued

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Picture of Alison Circle

Alison Circle

Chief Customer Experience Officer (emeritus)
Columbus Metropolitan Library

Alison Circle has more than 25 years of marketing experience. As CXO she led the library’s experience strategy through all channels of the organization and developed CML’s award-winning Customer First Philosophy, which drives CML’s customer-facing approach. She also leads programming, experience and design for the library’s new building program (14 libraries), including the Main Library.

Picture of Bruce Temkin

Bruce Temkin

Head of Qualtrics XM Institute

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM while at the same time igniting a global community of XM professionals to radically improve the human experience.

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