Using Change Management to Enable KCS

“KCS is not something we do in addition to solving problems. KCS is the way we solve problems.” Implementing KCS as the way we solve problems requires considerable change for…

Getting Started with AI

At a recent meeting focused on AI and Automation for Customer Engagement, we had the opportunity to explore how the Predictive Customer Engagement model has evolved over the years, and…

ChatGPT is Our Latest Collaborator, Not a Job-Stealer

Consortium for Service Innovation Members have been co-creating innovative models for 30+ years, resulting in global adoption of our methodologies. As a think tank of humans trying to improve engagement…

Leadership Coaching

Expanding coaching discussions beyond KCS to explore coaching for managers, senior leaders, and executives.

Reflecting on KCS Roundtables

We recently hosted a very engaging KCS Roundtables event consisting of six breakouts on the following topics: Huge thanks to our hosts for a great event!  To allow for open…

Member Summit 2023 Recap

For Member Summit 2023, we were finally back in person again! We embraced non-digital opportunities to connect and build new shared stories. Although it’s a challenge to capture all the…

Knowledge Domain Experts Get Social at Quest

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS program.  Jorge Carrasco, formerly the Social and Community Manager and Head of the KCS…

Selling the Benefits of a KCS Coaching Program

While a KCS Coaching program is a critical part of a successful KCS implementation, getting support from leadership for an adequate KCS Coaching program is often a challenge. At a…