Author: Sara Feldman

2023 has been a transformative year with plenty to celebrate! We have established a new groove with a combination of in-person and virtual events – both of which have led…

Consortium Members and the wider community have a TON of experience implementing KCS to achieve celebration-worthy results. While the benefits available by shifting to a KCS approach are extraordinary, the…

I recently had the opportunity to guide some folks through building an example Strategic Framework at the Support Driven Expo and what I shared could be useful to the community…

We hosted our annual Executive Summit this quarter, and were pleased that 32 executives representing 29 companies explored how humans will be the key differentiator as we move forward in…

We chatted about Intelligent Swarming at a recent session with the Customer Support & Success Executive Brain Trust Network. It was an enthusiastic group and a great setting to highlight…

While the energy around generative AI has exploded over the last few months, we’ve been busy – certainly participating in the buzzword chatter while also keeping other efforts in motion.…

Consortium Members gathered virtually in June 2023 to discuss the next generation of knowledge sharing. Together we explored the relationship between product and support knowledge and how in-product support is…

Consortium for Service Innovation Members have been co-creating innovative models for 30+ years, resulting in global adoption of our methodologies. As a think tank of humans trying to improve engagement…

For Member Summit 2023, we were finally back in person again! We embraced non-digital opportunities to connect and build new shared stories. Although it’s a challenge to capture all the…

This community has been as vibrant as ever so far this year, working together on some compelling new resources and gathering together at the energizing 2023 Member Summit! In this…