Collectively Reimagining The Way We Work Together
Explore Current Thinking
Get a taste of what Members are working on now, including recordings and recaps of recent meetings about KCS® and Intelligent Swarming®.
A nonprofit think tank focused on customer engagement.
We bring together experienced practitioners, digital transformation leaders, and forward-thinking executives to co-create innovative operational models, like KCS and Intelligent Swarming.
Organizations around the world have adopted our methodologies to enhance customer and employee success and to drive continuous business improvement.
Consortium Member Companies chart the course for exploration.
Explore our Initiatives
Improve your business and workforce with Member-tested methodologies.
Knowledge-Centered Service (KCS)
Fuel continuous improvement across your business with organizational knowledge.
Intelligent Swarming
A smarter way to align people with work.
Predictive Customer Engagement
Provide information that customers would value, but don’t know to ask for.
Customer Experience
Deliver on service excellence to increase customer-realized value.
Leadership in an Adaptive Organization
Embrace your organization as a network.
Become a Member
Help move our work forward in a trusted community with industry peers.
Web Sessions & Working Groups
Interactive gatherings focused on interesting challenges or specific topics.
Member & Executive Summits
Like-minded professionals connect to learn the latest about our initiatives and explore emerging trends.
Member Wiki
Ten+ years of captured experience from discussions, presentations, and recorded web sessions.
Slack Workspace
Collaborate directly with other Members who generously share their wisdom.