Collectively Reimagining The Way We Work Together

Collectively Reimagining The Way We Work Together

Member Summit Recap

Members collaborating at Member Summit 2023.

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.

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

  • KCS Transformation Series: Plan and Design

    KCS Transformation Series: Plan and Design

    Why do we “design” Knowledge-Centered Service (KCS)? Because KCS operationalizes knowledge-sharing to gain the most value for customers, employees, and the business… in your environment. KCS is not something we…

  • KCS Unlocks Hidden Knowledge

    KCS Unlocks Hidden Knowledge

    Knowledge-Centered Service (KCS) was developed by focusing on knowledge as a valuable organizational asset and asking: How can we operationalize knowledge-sharing to gain the most value for customers, employees, and…

  • Conversation Design: Skills and Strategies for Chatbots

    Conversation Design: Skills and Strategies for Chatbots

    Conversation design, at its heart, is about teaching computers to communicate like humans. It’s about making these experiences easy and intuitive, and reducing frustration. Cathy Pearl, UX Lead on Google…

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