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 by removing tiers of support.
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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. … 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 Customer Success Initiative Framework - Greg Oxton, Consortium for Service InnovationKCS in Professional Services - Melissa George, Consortium for Service InnovationMember Experience: KCS Across the … Continue reading Team Meeting Summary: Customer Success Initiative
Executive Summit 2018 22-24 October 2018Thompson 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, ConsortiumInterview with Amanda Parsons, General Manager of the Thompson Hotel - Kelly Murray, ConsortiumAsking the Right Questions: Get People Aligned to the Same … Continue reading Executive Summit 2018 Summary
KCS: Agile Knowledge Management Team Meeting3-5 October 2018Hosted 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 & AssociatesVisualizing KCS Adoption and Quality for Managers and Executives - Jacob Watts, Red HatContent: A Metrics Framework. … Continue reading Team Meeting Summary – KCS: Agile Knowledge Management
KCS Across the Organization Team Meeting19-20 September 2018Hosted 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, ConsortiumExpanding KCS success from the traditional support environment into the Professional Services organization - Jim Mullins, Dell EMCConsiderations for … Continue reading Team Meeting Summary: KCS Across the Organization
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 receptionTuesday, April 9: 9 am to 5 pmWednesday, April 10: 9 am to 5 pmThursday, April 11: 9 am to noon
Leveraging ML and AI for Customer Success Team Meeting8-10 August 2018Hosted 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, ConsortiumLeveraging Text Analytics, Machine Learning and Artificial Intelligence in Support - Dan Nowitz, PTCTableau's Journey … Continue reading Team Meeting Summary: Leveraging ML and AI for Customer Success
Intelligent Swarming Team Meeting13-15 June 2018Hosted by Akamai in Denver, CO Notes and presentations are available to Consortium Members on the wiki. Discussion Topics Intelligent Swarming Overview - Greg Oxton, ConsortiumIntelligent Swarming: Critical Enablers - Greg Oxton, ConsortiumDesigning a Reputation Model for People - Greg Oxton, ConsortiumMember Experience: Designing a Reputation Model - Dr. Karen … Continue reading Team Meeting Summary: Intelligent Swarming
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.