Join us September 23-25 to discuss the impacts and implications of this year’s accelerated digital transformation. COVID-19 impact here.
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.
Knowledge-Centered Service (KCS®) v6
Leveraging organizational knowledge to improve outcomes for all stakeholders.
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.
Influencing a network requires different skills than managing a hierarchy.
A resource for Consortium Members focused on identifying, maximizing, and sustaining benefits generated by a KCS® implementation.