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