Newest Resources

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…

Michelle Stumpf, KCS Practice Director and Certified Trainer, leads a panel of seasoned KCS practitioners: Jacob Watts from PAR Technologies, Liz Bunger from Paychex, and Cheryl Wickwire from Arrow Electronics.…

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…

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!…

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…

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…

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…

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…

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…

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…