The Event Loop The work of Consortium member companies on the Predictive Customer Engagement initiative started with a simple question, “How can we provide information that we have, that customers … Continue reading Predictive Customer Engagement (2 of 3)
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It seems like every discussion today around the future of Support Services, Customer Experience, or Self-Service includes a component of Machine Learning (ML) and how it will revolutionize the engagement … Continue reading Predictive Customer Engagement (1 of 3)
The 2019 Executive Summit was held at the beautiful Lodge at Flying Horse in Colorado Springs last week. We were joined by 27 leaders from 17 different Consortium Member companies, … Continue reading 2019 Executive Summit Recap
When it comes to customer service, knowledge is power. We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. … Continue reading Why Knowledge Is Your Best Defense Against Angry Customers
We are pleased to announce that Arnfinn Austefjord will be joining the staff of the Consortium for Service Innovation on June 3, 2019 as the new Global Head of the … Continue reading Welcome Arnfinn Austefjord
The Consortium for Service Innovation is pleased to announce the publication of the Intelligent Swarming: Framework for Collaboration. This post (available as a pdf here) is a recap of that … Continue reading Intelligent Swarming: Collaboration on Steroids
Melissa George has announced that she will be leaving the Consortium for Service Innovation and the KCS Academy effective May 1, 2019. As with all outcome-based measures, it is … Continue reading Staff Change
A new case study is up on the Intelligent Swarming page: Intelligent Swarming at Tricentis Tricentis provides streamlined support on complex products while increasing collaboration and customer and employee satisfaction … Continue reading New Case Study: Swarming at Tricentis
Please join us in welcoming Matt Seaman as the new Executive Director of the Consortium for Service Innovation! He will be joining the staff on January 1, 2019. In anticipation … Continue reading Welcome to our new Executive Director!
Customer Success Initiative Team Meeting13-14 November 2018Hosted by ServiceNow in Santa Clara, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Value Models and the … Continue reading Team Meeting Summary: Customer Success Initiative