36th Annual Convention Keynote:
Customer Experience Expert Alison Circle


OACB is pleased to announce that the opening keynote address for the 36th Annual Convention will be delivered by Alison Circle, Chief Customer Experience Officer (CXO) for the Columbus Metropolitan Library (CML).

CML circulates 17.3 million items each year to the greater Columbus area from 23 branches and has been recognized three times as the #1 large-population library system in the U.S. by Hennen's American Public Library Ratings. It was named Library of the Year by Library Journal in 2010.

Circle has led the library’s experience strategy since 2012 and has developed CML’s award-winning Customer First Philosophy that 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. She is an in-demand speaker on issues of libraries, customer experience and design. In 2017 she was chosen for a Global Impact Award from the Customer Experience Professional Association; she is a CCXP (Certified Customer Experience Professional) and, in 2018, was elected to the international board of the CXPA.

Circle has more than 25 years of marketing experience. For 13 years, she served as National Marketing Director for Minnesota Public Radio, then was Creative Director and Account Director at Jack Morton Worldwide, a global branding agency. In 2004 she joined CML as Director of Marketing and Strategic Planning. In 2012 she was promoted to Chief Customer Experience Officer (CXO) where she serves on the Executive Leadership Team and oversees 23 library locations a nd staff as well the Data Analytics team.

To learn more, watch CML's video linked below—"Why CX Matters"—produced under Circle's leadership.

Click preview image for video.