Celebrating 30 Years and a New Look

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,…

Consortium Website Refresh

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…

Member Update – Continuing to Adapt for 2022

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…

The Power of Program Management

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…

Influencing Change in a Complex Adaptive System

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…

Complex Adaptive Systems and the Illusion of Control

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…

Member Summit 2020 Recap

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…

Case Deflection is Not a Sustainable Strategy

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…