Each of the 8 steps of Kotter’s Change Management Process can be supported by your EP. Add Your Comment (All comments are reviewed by moderator, no spam permitted!) Click here to cancel reply. Progressive companies are now using predictive analytics to deliver an optimal service experience before a customer calls to complain or responds to a survey. John Kotter, one of the leading management thinkers and writes has given his answer to this question by providing an eight step model for leading change.

Pat brings 27 years of experience in sales management, sales operations leadership, consulting and market research to SBI with nationally and globally recognized organizations such as DHL, The Gallup Organization, Tribune Company and The NPD Group. Join this Mastery Webinar for leading-edge thinking and examples of "predictive customer service," including how signals from the Internet of Things can predict service failures and enable the organization to be proactive. Held May 17-19 in Denver, Colorado, this event will feature powerful keynote addresses, engaging workshops, and valuable networking all aimed at driving business success through customer insights and intelligence.
Attendees will also receive two special reports focused on research and best practices for CX leadership.

New initiatives, project-based working, technology improvements, staying ahead of the competition – these things come together to drive ongoing changes to the way we work.

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