The Consortium is a non-profit, membership-based alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.
Home of the KCS Academy
The Consortium for Service Innovation is the home of the KCS Academy, which provides training and certification for the Consortium’s methodologies, as well as designations for KCS Verified or Aligned Tools and Services.
Our Work
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.
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?
Customer Experience Initiative
Minimizing value erosion and maximizing value addition throughout the customer lifecycle.
Leadership Framework
Influencing a network requires different skills than managing a hierarchy.
Recently Published
- Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors
The momentum of 2022 did not slow down this past quarter. Increased demand for Intelligent Swarming led to the launch of a bunch of new resources, linked below, plus an … Continue reading Q2 2022 Recap: New Intelligent Swarming Resources and Tons of Experience Shared by KCS Aligned Vendors - Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving … Continue reading Voice of Customer Driven Service & Product Improvements: A Geotab Case Study - Consortium Website Refresh
Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home … Continue reading Consortium Website Refresh
Where Industry Leaders Collaborate
