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
- 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 - 2021 Executive Summit Recap
The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had … Continue reading 2021 Executive Summit Recap - Luck Versus Skill
Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova’s book The Biggest Bluff. In it, the author uses her training as a … Continue reading Luck Versus Skill
Where Industry Leaders Collaborate
