The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.
Our Work
Consortium Members create innovative operational models through a process of collective thinking and experience. The Consortium’s work integrates academic research and emerging business trends with members’ operational perspectives. The results are new strategies and models that improve the customer experience. Explore membership options, or check out our work below.
Knowledge-Centered Service (KCS®) v6
Leveraging organizational knowledge to improve outcomes for all stakeholders.
Intelligent Swarming℠
A dynamic collaboration model for complex environments.
Predictive Customer Engagement®
How can we provide information that we have, that customers would value, but don’t know to ask for?
Customer Experience Initiative
Minimizing value erosion and maximizing value addition throughout the customer lifecycle.
Leadership Framework
Influencing a network requires different skills than managing a hierarchy.
Recently Published
- The Power of Program Management
Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices. It occurs to me that … Continue reading The Power of Program Management - Welcome Sara FeldmanWe are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement. In … Continue reading Welcome Sara Feldman
- Influencing Change in a Complex Adaptive System
In a previous post, we talked about organizations as Complex Adaptive Systems and how the inherent flexibility of people allows teams to manage through immediate disruption. This model does not … Continue reading Influencing Change in a Complex Adaptive System
Where Industry Leaders Collaborate
