Our Work

The Consortium is a non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.

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.

We’re innovating around customer success.

“The Consortium provides an opportunity to understand and capitalize on emerging trends. I have more confidence in some of the transformational things I’m trying because of conversations with Consortium members.”
– Steve Young, Sr. Director, Cisco Services

Recently Published

• New KCS Aligned Tools and Services
• Co-Creation of Value and the Value Stack
• New Case Study: Improving Customer Success with Self-Service at HP
• Communities, Social Networks, and KCS: Team Meeting Summary
• New Case Study: Salesforce.com Employee Success