ConversationStorm: Engaging and Motivating People

Recently, a group came together to discuss a very interesting topic: the engagement and motivation of employees.  The following questions guided the group through our conversation: What is the difference…

Small Steps Toward Autonomy, Mastery, and Purpose

Struggling with employee engagement and motivation?  Take small steps toward autonomy, mastery, and purpose for yourself and others. The other day, I was talking with Sally Sapikoski at ACI Worldwide…

Strategic Leadership in a Self-Managed Organization

Strategic leadership in a self-managed organization:  what does it really look like? The KCS Book Club recently read a book called Beyond Empowerment: The Age of the Self-Managed Organization by…

Change Fatigue at the Organizational Level

Change is a constant now: new initiatives come, old ones go, processes are tweaked and the tools get updated.  Isabelle Suares has a very interesting challenge at Cisco.  Her role…

Mapping the Customer Experience Journey

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents…

Game Design and KCS: Team Meeting Summary

Two minute video summary: Gamification.  What is it? Can we use it in our KCS implementations? A group of Consortium members gathered at Dell in Austin TX to discuss the…

KCS and ITIL: It Can Be Both!

In the spirit of total honesty, I have to tell you that until recently, every time ITIL came up in a conversation, invisible shields went over my ears and I…

Assessing the Efficiency and Value of Search

LinkedIn is fabulous these days; lots of interesting discussions on relevant topics.  I recently participated in a discussion started by Jordi Torras at Inbenta titled “7 Tips to Assess the…

2012 Executive Summit Summary

A Framework for Service Excellence April 30 – May 2, 2012 in Tucson, AZ Service Excellence Definition: Maximize customer realized value/success through the use of our products and services Easy…