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,…

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…

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…

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…

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…

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…

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…

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…

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…

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…