News & Updates

Three minute video summary: Consortium members met recently in Phoenix to explore “Predictive Customer Engagement,” or “Necessary Knowledge:” a topic suggested at the Leadership Committee Meeting in December 2013.  How…

Two minute video summary: The 2014 Annual Member Summit took place March 17-19 at the Rancho Bernardo Inn in San Diego, California. Greg Oxton kicked off the meeting with an…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at MathWorks! Delivering Technical Support Knowledge to the Customer Community MathWorks’ goal was to offer integrated…

Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Three minute video summary Our working definition of Service…

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! This follows up nicely on their case study from last year: When Everyone Can…

A few weeks ago we had a ConversationStorm call on “failing fast.” While it seems everyone is encouraged to find new and improved ways of doing things, quite often corporate…

Two minute video summary: Current Social Engagement Journey Spreadsheet Consortium members met in San Francisco in November to continue work on the intersection between Social Media and Support. This topic…

If you support customer across the globe and don’t have machine translation as part of your localization strategy… you might be missing something. Localization has become critical as many companies’…

Curious about what the Consortium has been working on? We recorded the Member Update call on June 27, and you can watch it here. Please note that you need the…

Three minute video summary: Consortium members met in Raleigh, NC in May of 2013 to explore Talent Management, Cross-Organizational Resources, and People Profiles. Greg Oxton with the Consortium opened the…