Cracking the Customer Experience at the Library


Let us help you “stand up” for and improve the customer experience (CX) of the groups and individuals that your library serves! Learn how to evaluate the customer experience at your library through the lenses of your customers and staff. This hands-on session will cover design thinking techniques, customer journey mapping, and service blueprinting to devise an exceptional customer experience at your library.
Learning Objectives:

  • Understand the value of customer experience (CX) for libraries
  • Identify how to assess the CX through the lenses of your customers and staff
  • Explore tangible CX techniques to apply at your library


Céline Gareau-Brennan and David Mucz

Conference Year

Source Library
Presentation Topic