Summary: As a first step of a larger digital refresh effort, we are consolidating thekcsacademy.net and serviceinnovation.org into the single domain serviceinnovation.org. The Consortium for Service Innovation is the home … Continue reading Consortium Website Refresh
Intelligent Swarmingsm, developed by the Members of the Consortium for Service Innovation, unlocks the full potential of an organization. It challenges 30 years of accepted practice by removing tiers of … Continue reading Intelligent Swarming: A Smarter Way to Organize People and Work
Padma Prasad, Senior Manager, Digital Support Operations-- Evolve Loop Programs Team, shared how NetApp handles the KCS Evolve Loop. She shared so many best practices in this webinar, as well as … Continue reading KCS in Action: Sustaining Content Health & Customer Success with Content Strategy
As we passed the 2 year anniversary of our sudden shift to virtual, our community continues to show up with passion, collaborate across companies, and have new accomplishments to celebrate! … Continue reading Q1 2022 Recap: Exciting Community Updates, Momentum for KCS and Intelligent Swarming
Over the last two years, we have experienced the world through different lenses as our professional and personal lives have been impacted. The saying “the one thing that's constant is … Continue reading Executive Summit 2022: Cultivating Trust Through Leadership
Experts from Akamai (Laurence Leccia, Knowledge Domain Expert, and Christina Roosen, Community Program Manager) shared their Knowledge Domain Analysis (KDA) program in a KCS in Action webinar. They provided an … Continue reading KCS in Action: Turning Data into Continuous Improvement
While the Consortium for Service Innovation has been pursuing service excellence with Members for 30 years now, the KCS v6 certifications through the KCS Academy (the only certifying body for … Continue reading KCS v6 Certification Digital Badges are live!
It's time to celebrate! But first, a brief origin story. Some folks got together in 1992 to brainstorm around software features and functionality for customer support, but quickly realized that … Continue reading Innovating Together For 30 Years!
2021 was an exciting year for the Consortium and we are truly looking forward to the year ahead! Discovery and change continue for most everyone in our community. In the … Continue reading Member Update – Continuing to Adapt for 2022
Coaching is a critical component of a successful KCS program. We were very fortunate to have three seasoned KCS practitioners join us as panelists on our November KCS in Action … Continue reading Coaching to Maximize the Success of your KCS Program