Greg Oxton and Matt Seaman

Welcome to our new Executive Director!

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 of his retirement, current Executive Director Greg Oxton will continue his work with the Consortium in the role of Strategic Advisor over the next year. In his 23 years at PTC, Matt has held numerous positions building and leading teams…

Team Meeting Summary: Customer Success Initiative

Customer Success Initiative Team Meeting 13-14 November 2018 Hosted by ServiceNow in Santa Clara, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Value Models and the Customer Success Initiative Framework – Greg Oxton, Consortium for Service Innovation KCS in Professional Services – Melissa George, Consortium for Service Innovation Member Experience: KCS Across the Organization – Roshni Champati, Pivotal Member Experience: Customer-Centric Support Metrics –…

Executive Summit 2018 Summary

Executive Summit 2018 22-24 October 2018 Thompson Seattle, Seattle, WA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Leadership Framework and the Adaptive Organization – Greg Oxton, Consortium Interview with the General Manager of the Thompson Hotel – Kelly Murray, Consortium Asking the Right Questions: Get People Aligned to the Same Why, Because They Won’t Change Otherwise – Group Discussion Augmented Reality in Services…

Team Meeting Summary – KCS: Agile Knowledge Management

KCS: Agile Knowledge Management Team Meeting 3-5 October 2018 Hosted by MindTouch in San Diego, CA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Setting the Context:  Agile Support – David Kay, DB Kay & Associates Visualizing KCS Adoption and Quality for Managers and Executives – Jacob Watts, Red Hat Content: A Metrics Framework. Can we calculate an ROI on content? – Sara Feldman, Mindtouch…

Team Meeting Summary: KCS Across the Organization

KCS Across the Organization Team Meeting 19-20 September 2018 Hosted by Dell EMC in County Cork, Ireland Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Overview: KCS Across the Organization – Melissa George, Consortium Expanding KCS success from the traditional support environment into the Professional Services organization – Jim Mullins, Dell EMC Considerations for Implementing KCS and Intelligent Swarming in other lines of business –…

Cliff House Maine

Register now for the 2019 Member Summit: April 8-11 in York, Maine

The 2019 Member Summit will be held April 8-11 at the Cliff House Maine in York, ME.  Registration and details available here. Monday, April 8: evening reception Tuesday, April 9: 9 am to 5 pm Wednesday, April 10: 9 am to 5 pm Thursday, April 11: 9 am to noon

Team Meeting Summary: Leveraging ML and AI for Customer Success

Leveraging ML and AI for Customer Success Team Meeting 8-10 August 2018 Hosted by PTC in Needham, MA Notes and presentations are available to Consortium Members on the wiki. Discussion Topics The Landscape and Opportunity for Automation in Support – Greg Oxton, Consortium Leveraging Text Analytics, Machine Learning and Artificial Intelligence in Support – Dan Nowitz, PTC Tableau’s Journey with KCS and AI – Birgit Hansen and Dave Jobling, Tableau…

Team Meeting Summary: Intelligent Swarming

Intelligent Swarming Team Meeting 13-15 June 2018 Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview – Greg Oxton, Consortium Intelligent Swarming: Critical Enablers – Greg Oxton, Consortium Designing a Reputation Model for People – Greg Oxton, Consortium Member Experience: Designing a Reputation Model – Dr. Karen Lazarou, Dell EMC Open Space Sessions Decreasing stress and increasing…

New Case Study: Swarming at Autodesk

A new case study is up on the Intelligent Swarming page: Swarming at Autodesk: A Win-Win By implementing Intelligent Swarming, Autodesk leveraged existing resources to support a new product, resulting in higher customer satisfaction and faster resolution times than their top benchmark products.          

Team Meeting Summary: Predictive Customer Engagement

Predictive Customer Engagement Team Meeting 25-27 April 2018 Hosted by National Instruments in Austin, TX Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Proactive/Predictive Customer Support Model (Work Done to Date) – Greg Oxton, Consortium Making Customer Success Managers Successful – Ed Smith, athenahealth Member Experience with Predictive Customer Engagement – Glen Worthington, PTC Predictive Engagement Maturity Model – Ari Hoffman and Sara Feldman, Mindtouch…

Benefits of Membership

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

Join the mailing list.

The work of the Consortium is protected by Creative Commons licenses.