News & Updates

The Consortium for Service Innovation’s 2013 Executive Summit convened to explore “the next big thing.”  As with many of our conversations, this was meant to be a “diverging” exercise.  Our…

As you may know, the Consortium has partnered with TAUS (Translation Automation Users Society) over the past few years on the topics of localization and translation. TAUS has been busy…

Recently, a group came together to discuss a very interesting topic: the engagement and motivation of employees.  The following questions guided the group through our conversation: What is the difference…

Learn how different organizations have been successful with KCS: see KCS Case Studies in the Digital Library.

Struggling with employee engagement and motivation?  Take small steps toward autonomy, mastery, and purpose for yourself and others. The other day, I was talking with Sally Sapikoski at ACI Worldwide…

Strategic leadership in a self-managed organization:  what does it really look like? The KCS Book Club recently read a book called Beyond Empowerment: The Age of the Self-Managed Organization by…

Change is a constant now: new initiatives come, old ones go, processes are tweaked and the tools get updated.  Isabelle Suares has a very interesting challenge at Cisco.  Her role…

Two minute video summary: A recurring topic of interest for Consortium members is how to energize or re-energize a KCS implementation. A group met at the Apollo Group in Phoenix,…

A DeepDive Discussion with Jennifer MacIntosh, OKAS Consulting, on 16 August 2012 What is a Customer Experience Journey Map? A customer experience journey map is a document that visually represents…

Two minute video summary: Gamification.  What is it? Can we use it in our KCS implementations? A group of Consortium members gathered at Dell in Austin TX to discuss the…