How do organizations guide adoption of CX among staff? How do staff see themselves as part of the CX effort -- and how do we align all staff towards the same delivery of that CX? Without an overarching philosophy, which then is integrated into the day-to-day CX efforts lose energy and focus.

Multiple teams created our "Customer First" philosophy, then delivered over 50 innovative training sessions with roll-up-your-sleeves scenarios based on the three simple principles: I see you, I hear you, I'll help you. A powerful video reminded staff to look "outside in" -- understand what customers bring to interactions with the library. Following training focus was on "baking in" the philosophy through team meetings, assessments, hiring, manager training.

In 2016, 700 public service and security staff received training. In 2017, "Customer First" was integrated into the day-to-day. Staff are energized around the easy principles; more important "Customer First" gives us language to make decisions with customer need as a priority: from how our name badges are displayed to staffing shifts. Our value add becomes people focused, not book focused, positioning us for the future. And we are focused outside in.