Recently Published

2016 Executive Summit: Video Summary

The Consortium for Service Innovation’s 2016 Executive Summit convened in Colorado Springs, Colorado to discuss Shared Services Strategies and skills utilization across the organization. As business models and modes of interaction shift toward more personalized, often subscription-based products and services, Consortium member companies are focusing on customer productivity and success as a differentiator. Because many … Continue reading 2016 Executive Summit: Video Summary

Strategy for a Global Support Experience: Team Meeting Summary

Consortium members met at Cisco outside Dallas for an exploratory meeting around building a global support strategy. We originally thought we were looking to create a consistent customer support experience across multiple channels. After some discussion, we realized the better question was: How do we build a strategy that offers a customer experience which reinforces … Continue reading Strategy for a Global Support Experience: Team Meeting Summary

Cloud vs On-Premise Products: Support Implications

As many Consortium members move their products to cloud-based offerings, the question comes up: what’s different about supporting cloud based products from supporting on-premise products?  Let’s take a look at some common themes we've heard from members over the past year.  While support still consists of answering questions and solving problems for customers, the nature … Continue reading Cloud vs On-Premise Products: Support Implications

New KCS Aligned Tools and Services

The KCS Academy, a wholly owned subsidiary of the Consortium for Service Innovation, today announced additions to the KCS Aligned program. The KCS Aligned designation identifies tools and service providers who have demonstrated their product or service enables a component of the KCS methodology. “KCS is gaining in popularity and credibility. As market demand grows, … Continue reading New KCS Aligned Tools and Services