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 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…

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…

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 –…

The 2019 Member Summit will be held April 8-11 at the Cliff House Maine in York, ME.  Registration coming soon! 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

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…

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…

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.          

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…

2018 Member Summit 26th Annual Member Summit 19-21 March 2018 Westin Verasa Napa in Napa, CA Huge thanks to Ari Hoffman for his time, expertise, and care in making this video! Highlights and Summaries from Attendees: Monique Cadena Stephane Pinault Ari Hoffman Bonnie Chase Discussion Topics Welcome & Overview of the Consortium’s Work – Greg Oxton, Consortium and Jennifer Crippen, DB Kay & Associates KCS Principles & Core Concepts KCS…