The Consortium is a non-profit, membership-based alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.
Home of the KCS Academy
The Consortium for Service Innovation is the home of the KCS Academy, which provides training and certification for the Consortium’s methodologies, as well as designations for KCS Verified or Aligned Tools and Services.
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
- Consortium Website Refresh
Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home … Continue reading Consortium Website Refresh - Intelligent Swarming: A Smarter Way to Organize People and Work
Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of … Continue reading Intelligent Swarming: A Smarter Way to Organize People and Work - KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
Padma Prasad, Senior Manager, Digital Support Operations– Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as … Continue reading KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
Where Industry Leaders Collaborate
