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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

Communities, Social Networks, and KCS: Team Meeting Summary

Three minute summary: Consortium members met at National Instruments in Austin to discuss the convergence of Communities, Social Networks, and KCS. Melissa George began by setting some context and covering the work previously done by the Consortium, including the Three Tenets of Social and Support, the Social Support Journey Matrix, and Dr. Michael Wu’s Relativity … Continue reading Communities, Social Networks, and KCS: Team Meeting Summary