We Create Space to Think

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

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.

KCS Double Loop

Knowledge-Centered Service (KCS®) v6
Leveraging organizational knowledge to improve outcomes for all stakeholders.

Interconnected nodes in a rough globe

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?

Infinity Loop

Customer Experience Initiative
Minimizing value erosion and maximizing value addition throughout the customer lifecycle.

5 figures

Leadership Framework
Influencing a network requires different skills than managing a hierarchy.

KCS v6 Knowledge Domain Analysis Reference Guide

A resource focused on identifying, maximizing, and sustaining benefits generated by a KCS® implementation.

Where Industry Leaders Collaborate

Benefactor and Sponsor Members