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Tuesday, March 5 • 11:15am - 12:00pm
Learning from Librarians: How Cambridge Has Adopted a Customer-Centric Approach

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We rely on essential insights gleaned from our library customers into the needs, challenges and priorities of their institutions and users. Feedback has directly informed our approach to everything from platform design to business models and product development. Supporting that dialogue will continue to be invaluable as we move through a time of unprecedented change for academia and scholarly publishing.

This session will focus on how Cambridge gathers and incorporates feedback to improve our products and platforms, and present an opportunity for you to join us as we continue to invest in gathering meaningful customer feedback. We are inviting librarians from across the globe to register their interest in joining a new virtual Librarian Panel, allowing members to take part in feedback activities such as surveys, user testing, and discussion groups. We welcome librarians in all job functions, from acquisitions, technical services, and cataloguing to subject liaisons and scholarly communication. Join our session to learn more!

avatar for Stephanie Kaelin

Stephanie Kaelin

Library Sales Manager, Cambridge University Press
Stephanie Kaelin enjoys a hybrid role, managing the Account Development program, which focuses on post-sale support and customer engagement, while also looking after sales in the NY region. She has over 10 years of experience at several major academic presses and is enthusiastic about... Read More →
avatar for Heather Otrando

Heather Otrando

Academic Product Support Manager, Cambridge University Press
I work with various people/teams involved in the ongoing support, maintenance, and development of academic products/platforms at Cambridge University Press. I'm interested in learning about library experiences with things like discovery systems/discovery of content. I like lattes... Read More →

avatar for Cambridge University Press

Cambridge University Press

Table 405
In line with the commitment of Cambridge University Press to advance learning, knowledge and research worldwide, the Press currently publishes more than 300 peer –reviewed academic journals and more than 20,000 e-books for the global market. Containing the latest research from a... Read More →

Tuesday March 5, 2019 11:15am - 12:00pm CST
Room 202