New Case Study: MathWorks Delivers Support Knowledge to the Customer Community

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 delivery of technical support knowledge and customer community knowledge within their MathWorks community implementation. Let us know what you think! You can find more case studies and KCS resources here.

Customer Success Initiative: Team Meeting Summary

Three minute video summary: Consortium members met in Tampa in January to explore and iterate on the models that make up the Customer Success Initiative. Our working definition of Service Excellence is: Maximizing customer-realized value/success through the use of our products and services This entails providing easy and seamless service, integrated into the context of use, and a focus on the continuous improvement of the whole customer experience. While support…

New Case Study: Transforming the Customer Experience at Avaya

We’re thrilled to publish a new case study by MelissaLynne Burch and the team at Avaya! Transforming the Customer Experience This follows up nicely on their case study from last year: When Everyone Can Publish. Let us know what you think! You can find more case studies and KCS resources here.

Failing Fast: How do we create a culture in which it’s okay to make mistakes?

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 culture does not allow room for taking risks. As luck would have it, member David Kay posted about this very topic the day before our call. He says, “…I started looking around at our own business, and our clients’ businesses,…

Social Media and Support: Team Meeting Summary

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 is one we have discussed a number of times over the past three years and our intent for this team meeting was to review and improve on the work done. The group first discussed their reasons for engaging in social…

TAUS User Conference

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’ growth opportunities are not in their home country or in English-speaking countries. Localization and translation has been a discussion in Consortium meetings for some time and we continue to partner with TAUS (Translation Automation Users Society) on this topic. The…

Member Update June 2013

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 WebEx ARF player to play the recording. The slides from the call can be found here. As always, let us know if you have feedback or topics you’d like to explore!

Talent Management, Cross-Organizational Resources, and People Profiles: Team Meeting Summary

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 meeting with some thoughts around moving from the current vendor-centric business practices to the emerging economic model of an individual-centric world. This shift will require much more flexibility in organizational staffing and skills than is currently supported, and will require…

2013 Executive Summit Summary

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 goal was to brainstorm possibilities from a specific point of view, without converging too much on the “how.” Thanks to the generosity of Cisco, HP, Oracle, and Sage, author and former Harvard Business School professor Shoshana Zuboff was able to…

Machine Translation Progress

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 and they have a couple of new papers and an upcoming event. If you are using MT (machine translation) or thinking about using MT, you should be aware of the work TAUS is doing.  If you are in a global…

Benefits of Membership

Resources

KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

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