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John Paul Kotter (born 1947) is a professor at the Harvard Business School and author, who is regarded as an authority on leadership and change. Take 10 minutes to visit the following websites and educate yourself on Kotter’s 8 step change model.
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.
Quick wins are small improvements that are easy to pursue and that, if you seize them, do not preclude you from pursuing detailed strategy solutions later. Your team will want to know where they are going but equally they want to understand where all this leads to. In the process of delineating a detailed strategic action plan, it is critical for everyone involved to experience the benefits of short term wins so they can stay motivated for the future and the change that is yet to come.
Provide evidence that sacrifices are worth it:  Wins greatly help justify the short term cost involved. Reward change agents:  After a lot of hard work, positive feedback builds morale and motivation.

Help fine-tune vision and strategies:  Short term wins give the guiding coalition concrete data on the viability of their ideas.
Undermine cynics and self-serving resisters:  Clear improvements in performance make it difficult for people to block needed change. Keep bosses on board:  Provides those higher in the hierarchy with evidence that the transformation is on track. Defining and implementing strategic planning and continuous improvement efforts take time – sometimes quite a long time! However many simply are reluctant to go on the long march unless they see convincing evidence within a short time that the journey is worth the effort and will produce results. Build momentum – turn neutrals into visible supporters, get fence sitters off the fence, turn  reluctant supporters into active and willing participants. Please become familiar with all 8 steps as you will need to apply these in the next learning activity.
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. One of the major mistakes made in major change initiatives is that of overselling the long term goal at the expense of exploiting short term quick wins. Thus a key challenge is to identify early tangible successes as part of the overall strategic planning process.
As you undertake the planning and organizing of key activities, use this model as a guide to ensure all important areas are covered. Kotter proposes an 8-step change model (Figure below) to assist organizations in successfully implementing change initiatives.
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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