Collectively Reimagining The Way We Work Together

Collectively Reimagining The Way We Work Together

AI Needs Knowledge Management

Laurel and Christina and Jennifer at Member Summit 2024

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.

Organizations around the world have adopted our methodologies, including KCS and Intelligent Swarming, to enhance customer and employee success and to drive continuous business improvement.

Consortium Member Companies chart the course for exploration.

  • Akamai
  • F5
  • Humana
  • Ping Identity
  • DTCC
  • AARP
  • Alcatel-Lucent Enterprise
  • Autodesk
  • BMC
  • Coveo
  • Upland RightAnswers
  • SearchUnify
  • PTC
  • SAP logo
  • Verint
  • Vertex Inc logo
  • NICE CXone
  • SAS

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.

Latest News

  • Q2 2024 Recap

    Q2 2024 Recap

    Halfway through 2024, we have hosted 42 events or working sessions with Members, Trainers, and the wider community. That’s a lot of co-creation and experience-sharing! Our in-person Member Summit 2024…

  • Strategic Automation: AI Needs Knowledge Management

    Strategic Automation: AI Needs Knowledge Management

    40 people from 21 Consortium Member companies recently spent two days exploring “Thoughtful and Strategic Automation.”  Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade!

  • Highlights from Knowledge Summit Dublin

    Highlights from Knowledge Summit Dublin

    I had the immense pleasure of attending the inaugural Knowledge Summit Dublin held at Trinity College, in – you guessed it – Dublin, Ireland.  Held over two days, it was…

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