Staff

Matt Seaman – Executive Director

Matt is focused on the intersection of knowledge sharing, customer experience, and emerging technologies, and how that intersection drives innovation in Support Services, Customer Success, and Operations. Before joining the Consortium, Matt spent 23 years at PTC, where he held positions running premium account management teams focused on PTC’s largest and most strategic accounts, and building a global Technical Support group. Most recently he served as the Vice President of Customer Success and Field Operations Business Systems and Processes. He was an active member of the Consortium before joining the staff, and was named a Consortium Innovator in 2015 for his work on the Predictive Customer Engagement initiative. Matt continues to be passionate about innovating around how companies can make their customers, and their customer’s customers, successful.

Kelly Murray – Chief Engagement Officer

Kelly joined the Consortium staff in 2011, where she is a facilitator and a KCS Certified Trainer. She captures, structures, reuses, and improves the content that the Consortium members create and has served as chief editor for much of the content in the Consortium Library. Kelly focuses on member experience, content management, and deliverables, while also looking after the Consortium’s technology. She comes to the Consortium with 12 years of experience in hospitality sales, operations, and technology.

Jill DeGraff – Operations Manager

Jill manages the Consortium operations and finances, as well as event planning and registration. She joined the Consortium in 2012, and is KCS v6 Practices certified. Her background includes general accounting and payroll administration in both the for-profit and nonprofit sectors.

Jennifer Moortgat – Community Success Manager

Jennifer is available to assist with all aspects of KCS certification, and is a certified KCS v6 practitioner. Before joining the Consortium and KCS Academy, Jennifer worked with customers and clients in real estate sales and investing for 15 years. Prior to that, she successfully managed a Division 1 collegiate tennis team for 11 years.

Greg Oxton – Strategic Advisor

Greg’s specialty is customer service strategy and organizational development. He joined the Consortium staff in July of 1996 and served as Executive Director through 2018. Previously, he spent 16 years at IBM, where he held management positions in customer-service operations, planning and support strategy development. Greg managed a major worldwide support reengineering effort at Tandem Computers and then became the Director of Global Support Planning for Tandem. Just prior to joining the Consortium, he held the position of Sr. Director of Business Development at N.E.T. As a member of the Consortium while at Tandem and N.E.T., Greg participated in the Strategic Issues Working Group which defined the Multi-Vendor Support Strategy. In 2013, Greg was awarded the Ron Muns Lifetime Achievement Award for his leadership and contributions to the service and support industry.


Consortium Board of Directors

Brad Smith

Brad Smith – President & Chairman
Founder, Vector Business Navigation


Doris Jurisson – Vice President
Executive Director, Business Transformation Office, DTCC


Steve Young

Steve Young – Secretary/Treasurer
Customer Service Transformation, ServiceNow


Jim Burroughs

Jim Burroughs
Senior Vice President Customer Success, Support Services, PTC


Dave Cutler

Dave Cutler
Vice President, Venafi


Greg Oxton

Greg Oxton
Strategic Advisor, Consortium for Service Innovation


Matt Seaman

Matt Seaman
Executive Director, Consortium for Service Innovation


KCS Academy Advisory Board

The KCS Academy is a wholly-owned subsidiary of the Consortium. It is the source for KCS® resources and the only authorized certifying body for KCS.

The Academy is a network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries.

John Fronius

John Fronius
SVP, Client Services, Smarsh


Keith Gibson

Keith Gibson
CEO, Knowledge Accelerators


Stephenie Gloden

Stephenie Gloden
VP, Fidelity Consulting Agile Practice, Fidelity Investments


Greg Oxton

Greg Oxton
Strategic Advisor, Consortium for Service Innovation


Michael Runda

Michael Runda
Senior Vice President, Remote Customer Services, Xerox


Please also visit our network of KCS Certified Trainers.

Consortium for Service Innovation
751 Laurel Street, Suite 533
San Carlos, CA 94070-3113 USA
info@serviceinnovation.org