Author: Matt Seaman

KCS®, formerly known as Knowledge-Centered Service, has evolved into Knowledge-Centered Success.

Beneath the headlines and hype, many teams are wrestling with a challenge: Why are so many AI initiatives stalling, and what does it actually take to succeed in production? Watch…

A great example of how focusing on customer service and experience is the differentiator for companies and their customers.

Leadership in this era is about balancing the capabilities of humans and machines. Successful executives reframe support as strategic, invest in culture and systems for innovation, and scale AI with intentionality and strong foundations.

From our Benefactor- and Sponsor-level Members, we heard that service organizations are the central connector, how we think about value needs to change, and AI is just a tool to help us reach our organizational goals.

2024 Executive Summit summary: how Consortium Members are approaching rapidly-advancing automation to enhance their services organizations and customer experience.

The Consortium for Service Innovation hit an incredible milestone this week: 10,000 certified professionals in Knowledge-Centered Service (KCS)! This achievement by so many people across 73 different countries is a…

40 people from 21 Consortium Member companies recently spent two days exploring “Thoughtful and Strategic Automation.”  Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade!

I had the immense pleasure of attending the inaugural Knowledge Summit Dublin held at Trinity College, in – you guessed it – Dublin, Ireland.  Held over two days, it was…

Gaining executive buy-in and measuring success (often to get that buy-in) are consistent themes of exploration among Consortium Members. Recently, Matt Seaman hosted a Consortium Conversation about this topic; enjoy…