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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…

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…

From day one as a Member at my first Consortium for Service Innovation event, interacting with this community became my instant and consistent favorite professional endeavor. Now that I have…

Realizing all the benefits of KCS requires being intentional about adoption and ongoing focus.  On a recent KCS in Action webinar, Monique Cadena, Amit Singh, and KK Rao from Akamai…

Over the last few weeks I have had the good fortune of participating in Consortium member conversations highlighting the power of well-run Program Management Offices.  It occurs to me that…

We are pleased to announce that Sara Feldman will be joining the staff of the Consortium for Service Innovation on July 12, 2021 as the Director of Member Engagement.  In…

An effective Knowledge Domain Analysis (KDA) program is key to maximizing the success of your KCS implementation.  On a recent KCS in Action call, Jorge Carrasco, Social and Community Manager…