Welcome Sara Feldman

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…

2021 Executive Summit Recap

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…

Leveling Up to KCS v6 Standards at NetApp

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…

The Benefits of KCS Coaching: A Conversation

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…

Luck Versus Skill

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…

Sustaining Participation in KCS

A friend (who does not have a support background) told me a story yesterday about some trouble she was having getting her young son set up for an online summer…