Leveraging points for influencing change toward
customer-centricity goals.

In this master class, join Vivian Phillips Husband, Ph.D., Professor of Practice in the Masters of Science in Customer Experience Management - Organizational Development and Change course, as she discusses the importance of understanding leverage points and reaction styles individuals and organizations have toward change. Through interactive discussions, attendees will assess their organization’s readiness for change through the lens of structure, relationship, and purpose. Attendees will also identify the various reaction styles such as reactive, inactive, preactivist, and interactive that can promote and hinder change efforts.

By the end of the session, the attendee will understand:

• The importance of identifying leverage points for influencing change in your organization.

• The influence prominent reactions to change have on change efforts

• The advantages of prominent reaction styles in promoting change in the organization.

• The disadvantages of prominent reaction styles in hindering change in the organization

• Their organization’s readiness for change toward customer-centricity through an analysis of leverage points and prominent reactions to change

Speaker: Vivian Phillips Husband, PhD, CPCU

VP Customer Experience and Shared Services Executive - Blue Shield of California

Dr. Phillips Husband is a customer satisfaction researcher and practitioner. In her role at Blue Shield of California, she applies her experience of understanding the emotional and social factors that influence customers’ decision-making regarding quality-of-life products such as health insurance. Her 30 years of expertise as a customer service professional, leading change with high-performing teams have allowed her to manage constant change that remains responsive to customer expectations.

Dr. Phillips Husband is also a Professor of Practice in the Masters of Science in Customer Experience Management program where she serves as Fixed Term Faculty for the Organizational Development and Change course. She received her Bachelor of Arts in Behavioral Science from California State Polytechnic University-Pomona and a Master of Science in Management from Antioch University Seattle. She also holds a Ph.D. in Management from Walden University.

Masterclass: Hands-On Application