Chief Customer Experience Officer,
Columbus Metropolitan Library
2017 CX Impact Award Winner

Contact Details

Columbus Metropolitan Library
Columbus, OH


Alison is Chief Customer Experience Officer for Columbus Metropolitan Library (CML) and has more than 25 years of marketing experience. For 13 years, she served as National Marketing Director for Minnesota Public Radio, then as 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 where she serves on the Executive Leadership Team and oversees 23 library locations as well as all programs and products. She leads programming, experience and design for the library’s new building program (10 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 Professionals Association; she is an active participant in the Columbus Local CXPA Network and is a CCXP in addition to serving on the CXPA Board of Directors.


  • Non-Profit

Job History

Columbus Metropolitan Library
Chief Customer Experience Officer
November 2004 - present

Jack Morton Worldwide
Account Manager and Director of Strategic Communications
February 1997 - October 2004

Minnesota Public Radio
Manager of National Program Marketing
March 1984 - February 1997


  • CCXP