Recently Published

“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…

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…

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…

Expanding coaching discussions beyond KCS to explore coaching for managers, senior leaders, and executives.

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…

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…

A recap of the February 2023 Connecting the Dots on Coaching team meeting.

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…

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…