Kelly Murray

At a recent meeting focused on AI and Automation for Customer Engagement, we had the opportunity to explore how the Predictive Customer Engagement model has evolved over the years, and…

A recap of the February 2023 Connecting the Dots on Coaching team meeting.

Recently a group of Consortium Members came together to discuss ways to make the language in the KCS v6 Adoption Guide more helpful.  There were a number of concerns we…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…

The Consortium for Service Innovation’s annual Executive Summit is an invitational, discussion-based event for leaders of support and service organizations. This year it took place on 16-17 March. We had…

We’ve been talking a lot lately about Knowledge Domain Analysis and how the knowledge worker behavior of “reuse” – of linking or attaching a knowledge article to an incident –…

A KCS v6 update! The methodology continues to be refined through use by the members of the Consortium for Service Innovation. As we think about how we assess value creation…

A KCS in Action Call Ryan Mathews, Director of Digital Support at NetApp, recently presented on how the NetApp Support Team rebooted their KCS program by lowering effort, nudging for…

An edited and condensed excerpt from a February 8, 2021 Consortium Member phone call. What does a coaching program look like in a mature KCS environment? Monique Cadena, Principal Program…

Right after Matt posted on Complex Adaptive Systems and the Illusion of Control, I read Maria Konnikova’s book The Biggest Bluff. In it, the author uses her training as a…