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 … Continue reading 2021 Executive Summit Recap
Author: Kelly Murray
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 … Continue reading Luck Versus Skill
We are pleased to announce that Arnfinn Austefjord will be joining the staff of the Consortium for Service Innovation on June 3, 2019 as the new Global Head of the … Continue reading Welcome Arnfinn Austefjord
Melissa George has announced that she will be leaving the Consortium for Service Innovation and the KCS Academy effective May 1, 2019. As with all outcome-based measures, it is … Continue reading Staff Change
A new case study is up on the Intelligent Swarming page: Intelligent Swarming at Tricentis Tricentis provides streamlined support on complex products while increasing collaboration and customer and employee satisfaction … Continue reading New Case Study: Swarming at Tricentis
Please join us in welcoming Matt Seaman as the new Executive Director of the Consortium for Service Innovation! He will be joining the staff on January 1, 2019. In anticipation … Continue reading Welcome to our new Executive Director!
Customer Success Initiative Team Meeting13-14 November 2018Hosted by ServiceNow in Santa Clara, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Value Models and the … Continue reading Team Meeting Summary: Customer Success Initiative
Executive Summit 2018 22-24 October 2018Thompson Seattle, Seattle, WA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Leadership Framework and the Adaptive Organization - … Continue reading Executive Summit 2018 Summary
KCS: Agile Knowledge Management Team Meeting3-5 October 2018Hosted by MindTouch in San Diego, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Setting the Context: … Continue reading Team Meeting Summary – KCS: Agile Knowledge Management
KCS Across the Organization Team Meeting19-20 September 2018Hosted by Dell EMC in County Cork, Ireland Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Overview: KCS … Continue reading Team Meeting Summary: KCS Across the Organization