About Us
The Consortium for Service Innovation is a nonprofit alliance of companies focused on employee and customer engagement.
The Consortium exists to evolve shared industry approaches to continuously improve service in a world that’s constantly changing. That means figuring out how humans, knowledge, processes, and technology work best together in real environments.
What makes the Consortium different from other industry organizations is that our work is driven by Consortium Member companies that fund the think tank as well as co-create our published guidance. The frameworks, methods, and insights are shaped over decades by practitioners and leaders testing what works, sharing what doesn’t, and showing us how they adapt.
What We Work On
The Consortium’s work bridges the gap between leading academic research and operational reality.
KCS
Transform how you harness and leverage knowledge
Intelligent Swarming
Redefine how you collaborate to deliver customer value
Predictive Customer Engagement
Chart the future of customer interaction
Customer Experience Models
Center the customer in service and support experiences
Leadership in an Adaptive Organization
Inspire leaders to effectively manage transformation
Public and Member-Only Resources
We offer numerous free resources to the public to promote widespread adoption of industry best practices and foster innovation in service organizations.
While the public can benefit from introductory and general resources, Consortium Membership enables more detailed insights from fellow Members and exclusive opportunities for collaboration, learning, and personalized support.
Questions about Membership? Schedule time with our Director of Member Engagement or email our Community Success Manager.
How We Work Together
- We aim to be curious and courageous together. Innovation is seldom a “big bang;” it is born of experimentation and iteration.
- We leave space to be light-hearted. Many of our best ideas have started out as jokes!
- We appreciate and respect the contributions of everyone in the community. Everyone has expertise to share.
- We trust our passionate, creative community to explore the challenges most important to the community.
Intellectual Property
The Consortium developed and continues to maintain the KCS®, Intelligent Swarming®, and Predictive Customer Engagement® methodologies. The Consortium is the source for these resources and is the only authorized certifying body for these methodologies. Certification programs for people and Aligned and Verified programs for tools and services are designed by small, passionate groups of Consortium Members who are using the methodologies in their organizations.
The KCS Academy was formed as a wholly-owned subsidiary of the Consortium for Service Innovation in 2011 by the Consortium, whose members requested a way to recognize – at an industry level – those who fully understand KCS. In 2022, the KCS Academy name was retired, and the Consortium continues to champion the network of KCS practitioners and vendors who support the successful adoption of KCS and contribute to the continuous improvement of the KCS methodology across all knowledge-intensive industries.
Most of the Consortium’s extensive documentation is created by and for its Members, and is offered under Creative Commons non-commercial licensing. We are fans of reuse, and the Consortium and its Members appreciate appropriate attribution for publicly shared resources.
Contact Us
Consortium for Service Innovation
1180 San Carlos Avenue, #1010
San Carlos, CA 94070 USA
support@serviceinnovation.org