May 17, 2023 Arnfinn Austefjord
“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…
May 3, 2023 Kelly Murray
At a recent meeting focused on AI and Automation for Customer Engagement, we had the opportunity to explore how the Predictive Customer Engagement model has evolved over the years, and…
April 20, 2023 Sara Feldman
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…
April 14, 2023 Matt Seaman
Expanding coaching discussions beyond KCS to explore coaching for managers, senior leaders, and executives.
April 13, 2023 Arnfinn Austefjord
We recently hosted a very engaging KCS Roundtables event consisting of six breakouts on the following topics: Huge thanks to our hosts for a great event! To allow for open…
April 11, 2023 Sara Feldman
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…
April 6, 2023 Sara Feldman
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…
February 21, 2023 Kelly Murray
A recap of the February 2023 Connecting the Dots on Coaching team meeting.
February 16, 2023 Arnfinn Austefjord
An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program. Jorge Carrasco, formerly the Social and Community Manager and Head of the KCS…
January 20, 2023 Arnfinn Austefjord
While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…