Recently Published

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

Predictive Customer Engagement: Team Meeting Summary

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 do we identify and deliver relevant information or knowledge to customers without them asking or searching for it?  We set out to build the first … Continue reading Predictive Customer Engagement: Team Meeting Summary

2014 Member Summit: Video Summary

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 overview of the current five initiatives of the Consortium:The Leadership Framework for Service Excellence, the Customer Success Initiative, Intelligent Swarming, Social Media and Support, and … Continue reading 2014 Member Summit: Video Summary

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

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, … Continue reading Customer Success Initiative: Team Meeting Summary

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. $(document).ready(function(){ $('#AvayaTransformingCE').click(function() { ga('send', … Continue reading New Case Study: Transforming the Customer Experience at Avaya

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

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 … Continue reading Social Media and Support: Team Meeting Summary