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Team Meeting Summary: Customer Success Initiative

Customer Success Initiative Team Meeting13-14 November 2018Hosted by ServiceNow in Santa Clara, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Value Models and the Customer Success Initiative Framework - Greg Oxton, Consortium for Service InnovationKCS in Professional Services - Melissa George, Consortium for Service InnovationMember Experience: KCS Across the … Continue reading Team Meeting Summary: Customer Success Initiative

Executive Summit 2018 Summary

Executive Summit 2018 22-24 October 2018Thompson Seattle, Seattle, WA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Leadership Framework and the Adaptive Organization - Greg Oxton, ConsortiumInterview with Amanda Parsons, General Manager of the Thompson Hotel - Kelly Murray, ConsortiumAsking the Right Questions: Get People Aligned to the Same … Continue reading Executive Summit 2018 Summary

Team Meeting Summary – KCS: Agile Knowledge Management

KCS: Agile Knowledge Management Team Meeting3-5 October 2018Hosted by MindTouch in San Diego, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Setting the Context:  Agile Support - David Kay, DB Kay & AssociatesVisualizing KCS Adoption and Quality for Managers and Executives - Jacob Watts, Red HatContent: A Metrics Framework. … Continue reading Team Meeting Summary – KCS: Agile Knowledge Management

Team Meeting Summary: KCS Across the Organization

KCS Across the Organization Team Meeting19-20 September 2018Hosted by Dell EMC in County Cork, Ireland Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Overview: KCS Across the Organization - Melissa George, ConsortiumExpanding KCS success from the traditional support environment into the Professional Services organization - Jim Mullins, Dell EMCConsiderations for … Continue reading Team Meeting Summary: KCS Across the Organization

Team Meeting Summary: Leveraging ML and AI for Customer Success

Leveraging ML and AI for Customer Success Team Meeting8-10 August 2018Hosted by PTC in Needham, MA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Landscape and Opportunity for Automation in Support - Greg Oxton, ConsortiumLeveraging Text Analytics, Machine Learning and Artificial Intelligence in Support - Dan Nowitz, PTCTableau's Journey … Continue reading Team Meeting Summary: Leveraging ML and AI for Customer Success

Team Meeting Summary: Intelligent Swarming

Intelligent Swarming Team Meeting13-15 June 2018Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview - Greg Oxton, ConsortiumIntelligent Swarming: Critical Enablers - Greg Oxton, ConsortiumDesigning a Reputation Model for People - Greg Oxton, ConsortiumMember Experience: Designing a Reputation Model - Dr. Karen … Continue reading Team Meeting Summary: Intelligent Swarming