October 4, 2022 Matt Seaman
At the Consortium’s 2022 Member Summit, we celebrated 30 years of innovating together. Greg Oxton shared a history of the Consortium, reflecting on how the bodies of work developed, matured,…
May 4, 2022 Matt Seaman
Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home…
April 18, 2022 Matt Seaman
Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of…
April 4, 2022 Matt Seaman
Over the last two years, we have experienced the world through different lenses as our professional and personal lives have been impacted. The saying “the one thing that’s constant is…
December 17, 2021 Matt Seaman
2021 was an exciting year for the Consortium and we are truly looking forward to the year ahead! Discovery and change continue for most everyone in our community. In the…
July 9, 2021 Matt Seaman
Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices. It occurs to me that…
May 6, 2021 Matt Seaman
In a previous post, we talked about organizations as Complex Adaptive Systems and how the inherent flexibility of people allows teams to manage through immediate disruption. This model does not…
January 14, 2021 Matt Seaman
Over the last 12 months, we have seen major disruptions to the way organizations function. Years of refined processes, measures, engagement models, employee training, and a host of other activities…
October 12, 2020 Matt Seaman
We were so pleased to welcome folks to the Consortium for Service Innovation’s first ever virtual Member Summit last month. While we wish we could have met in person, we…
June 16, 2020 Matt Seaman
Recently I posted on how we define escalation, and the confusion it can cause based on context of use. Deflection is another word that persists across the support and service…