At the 2017 E Source Forum, transformational change expert Bob Tipton from R S Tipton talked about how to start the process of shifting your organization’s focus to be more customer-centric. It all hinges on communication and employee engagement to change behavior. Watch his full presentation to get ideas and inspiration.


Contributing Authors

Senior Analyst, Customer Engagement Solutions

Keenan Samuelson focuses on strategies to enhance the utility customer experience. He spends the majority of his time researching how to optimize...