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 … Continue reading Member Update – Continuing to Adapt for 2022
Author: 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 … Continue reading The Power of Program Management
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 … Continue reading Influencing Change in a Complex Adaptive System
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 … Continue reading Complex Adaptive Systems and the Illusion of Control
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 … Continue reading Member Summit 2020 Recap
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 … Continue reading Case Deflection is Not a Sustainable Strategy
Intelligent Swarming is gaining momentum in the Technology Services and IT Service Management industries as companies look to optimize the way they connect their people with the work that needs … Continue reading Intelligent Swarming: More Than Collaboration
https://youtu.be/h8YjGpZJMU8 As more companies are exploring and implementing Intelligent Swarming, it has become apparent that the word "escalation" is one we're using all the time, but often we're using it … Continue reading Defining Escalation
In the services world, especially in support functions, the need to stay engaged, available, and collaborating has never been more critical. The spread of COVID-19 continues to force families, companies, … Continue reading Knowledge Sharing in Uncertainty
Read Predictive Customer Engagement (1 of 3) and (2 of 3) Now that we have explored a model to think about applying Data Analytics and Machine Learning to a closed … Continue reading Predictive Customer Engagement (3 of 3)