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Consortium for Service Innovation

Consortium for Service Innovation

A non-profit alliance of service and support organizations focused on innovation around customer engagement, productivity, and success.

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Author: Matt Seaman

News

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 … Continue reading Consortium Website Refresh

May 4, 2022May 5, 2022Leave a comment
News

Intelligent Swarming: A Smarter Way to Organize People and Work

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 … Continue reading Intelligent Swarming: A Smarter Way to Organize People and Work

April 18, 2022May 10, 2022Adaptive Leadership, Intelligent SwarmingLeave a comment
News

Executive Summit 2022: Cultivating Trust Through Leadership

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 … Continue reading Executive Summit 2022: Cultivating Trust Through Leadership

April 4, 2022May 10, 2022Adaptive LeadershipLeave a comment
News

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 … Continue reading Member Update – Continuing to Adapt for 2022

December 17, 2021May 10, 2022Adaptive Leadership, Intelligent Swarming, KCS1 Comment
News

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 … Continue reading The Power of Program Management

July 9, 2021May 10, 2022Adaptive Leadership, KCSLeave a comment
News

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 … Continue reading Influencing Change in a Complex Adaptive System

May 6, 2021May 10, 2022Adaptive LeadershipLeave a comment
News

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 … Continue reading Complex Adaptive Systems and the Illusion of Control

January 14, 2021January 14, 20212 Comments
News

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 … Continue reading Member Summit 2020 Recap

October 12, 2020October 12, 2020Leave a comment
News

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 … Continue reading Case Deflection is Not a Sustainable Strategy

June 16, 2020June 16, 20205 Comments
News

Intelligent Swarming: More Than Collaboration

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

June 4, 2020April 27, 2022Intelligent Swarming1 Comment

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Recently Published

  • Voice of Customer Driven Service & Product Improvements: A Geotab Case Study
  • Consortium Website Refresh
  • Intelligent Swarming: A Smarter Way to Organize People and Work
  • KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
  • Q1 2022 Recap: Exciting Community Updates, Momentum for KCS and Intelligent Swarming
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