Why is Change So Difficult?
In this panel discussion, Dr. Phillips- Husband leads a discussion surrounding the challenges in engineering change within organizations in an effort to embrace customer experience management and move closer towards being a costumer centric organization
Speaker: Vivian Phillips Husband
VP customer Experience and Shared Services - Blue Shield of California
Dr. Vivian Phillips Husband is an experienced leader in customer service strategies and call center operations. She started her nearly 28-year leadership career including property & casualty, health insurance and consumer banking. Currently, she is the Vice President of Customer Experience and Shared Services for Blue Shield of California. Vivian has an MS in Management from Antioch University and Ph.D. in Management from Walden University. Vivian serves as a professor of practice in Michigan State University's Masters of Science in Customer Experience Management (MS-CXM) degree program, teaching the Organizational Development and Change course.