Collectively Reimagining The Way We Work Together
KCS® Creates AI-Ready Content
Self-paced online training for KCS empowers teams to structure content for today’s tools.
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
Proactive value and automation health.
Customer Experience
Increase value via service excellence.
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.
Membership Experience includes:
- Direct influence on globally-adopted models.
- Exclusive events and working groups.
- More detailed insights from fellow Member companies.
- Slack Workspace to connect with Members who generously share their wisdom.
- Members-Only Wiki of shared resources and developing work.
- Member Services to improve leadership alignment, practitioner skills, and service strategy.
Consortium Member Companies chart the course for exploration.
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.
Latest News
2025 Year in Review – Shaping the Next Era of Service
One of the major differentiators for the Consortium is the way that our work gets done. All of the knowledge we share back out to the world is based on…
Foundations for Achieving AI-Driven Support & Knowledge Excellence
Michelle Stumpf, the Head of Knowledge Management at Celonis, and Brian Corcoran, the Regional Sales Manager and Global Support Evangelist at SearchUnify discuss how thoughtful strategy and thorough planning have helped Celonis succeed along their AI journey.
Why AI Projects Fail or Succeed
Beneath the headlines and hype, many teams are wrestling with a challenge: Why are so many AI initiatives stalling, and what does it actually take to succeed in production? Watch…
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