Course Description


Customized Conference for Modern Libraries (1-day Event)

Modern Libraries are going through a revolutionary change and the demands on Library leaders to create a customer-centric experience are greater than ever before. This customized program provides tangible paths to innovation that will generate the customer advocacy required for libraries to thrive well into the future.

A key focus for this Leadership course is the deployment of policies to shape the organization’s culture and customer experience. With the aim of improving the customer experience system, this workshop covers how to identify and remove the unwanted variation that can lead to an unsatisfied customer.

This course also examines the importance of acquiring new knowledge that can be utilized to improve the customer experience system. It asks… How are new ideas tested and validated before being fully implemented? How do we leverage our whole organization’s experience to improve our customer experience system in the library? What concepts from other industries can be lifted and applied to our Library?

Finally, this training day introduces a method of systematically implementing new Customer Experience behaviours at the front line.


  • The Library as a business system that enables Customer Experience
  • Applying a Customer Experience strategy to the business system
  • Decision making for Library Leaders
  • 4 triggers of innovation
  • Identifying and removing unwanted variation in the Customer Experience
  • Systematically implementing responsive Customer Experience behaviours

Participants in this program will enjoy tea and coffee service and a catered lunch. Please let us know if you have any dietary restrictions so that we can ensure that you have an enjoyable day with us.



Thank you for your interest in this workshop. This workshop will be delivered to fit the specific needs of your group. Please contact us so we can discuss options for delivering this course at a time and place that is most convenient for your team.

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