From the 2014 Change Management Conference
17 November, 2014 | (01 hr)
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No employee likes change, which is the very obstacle to any change management program. Discover why you need to move from change management to cause management and why it is imperative that you present a challenge as an opportunity to make a difference. As a company moving from development to functioning centers, ProCure took the opportunity to build its customer experience from the ground up. Melissa Sturno, her team, and consultants created a solution for patients undergoing treatment; built a positive, nurturing experience for both physical and emotional needs; and established a culture where employees are continuously educated in customer experience.
Audience: Change leaders, practitioners, and any executive responsible for transformation and direction setting enterprise wide and/or at the business unit/departmental levels.
Ms. Sturno is the Vice President of Marketing and Customer Experience at Fresenius Medical Care North America. With more than 25 years of experience, predominately in healthcare, she has worked at both Fortune 100/500 and start-up companies. This enables her to bridge classic marketing discipline...Full Bio
One of the world’s authorities on customer experience and customer-centric transformation, Mr. Arussy delivers results. His strategic framework converts organizations from product to customer centricity. Mr. Arussy is the founder of Strativity Group, a global customer experience research an...Full Bio