Hi, my name is Vivian Phillips Husband, and I am a student of change. More specifically, I am curious about how change agents go about transformation that is meaningful, and enduring. If it is true that the only constant is change, then how do organization remain responsive to customer expectations while maintaining integrity to their mission, vision, and values. How do leaders make change that binds the organization to what makes the organization distinctive?

By trade, I am a customer satisfaction researcher and practitioner. My research focus is understanding the emotional and social factors that influence customer’s decision-making regarding quality-of-life products such as health insurance. My more than 25 years of expertise as a customer service professional, leading change with high performing teams have allowed me to curate resources that I know will be helpful to kindred change agents.

My podcast, Change That Binds, I speak to the inner change agent that exist in all of us. It is an opportunity for me to talk about three of my passions…change, culture, and customer service. During the podcast, by showcasing leaders who have led transformation, I help others think differently about navigating change.

If you are managing change and its implications on the customer experience, you’ll find the podcast conversations informative, and my website curation of resources useful.