Acme corporation values customer relationships and has always utilized people in their call center. Turnover is high and it is difficult to replace call center representatives, so a change is needed. The newly hired Director of Customer Service believes switching to an automated system that leverages artificial intelligence to answer customer questions will save the company in the long run. The director proceeds with the change without communicating the change to the staff and the staff is highly resistant. This director made a common pitfall of change. The director ... failed to legitimize the change has a poor leadership style has personality conflicts with the staff failed to form a coalition with upper management changed cultural traditions