We will be looking beyond the library by introducing some innovative customer service trends from different service industries, and discovering strategies for translating these customer service trends to library services. This session is interactive, giving attendees an opportunity to engage in a hands-on exploratory forum of service industry trends, with the ultimate goal of finding inspiration for new and innovative service opportunities. After exploring a number of customer service trends, we will present how a similar forum was held at Western Libraries and has led to projects that have improved the library user experience. It is hoped that participating attendees will walk away from this session inspired and ready to engage with the many technological trends of customer service within their respective institutions.
Outcomes:
– By the end of this session, participants will be equipped with strategies that will inspire innovation in the development and enhancement of library services.
– By participating in the exploratory forum of customer service trends from other industries, participants will learn how to look outside of the library world for customer service innovations and will leave the session with a fresh approach to meeting user needs.
– Participants will learn how to navigate new and innovative trends and discover how to think critically about their applications to library services.
