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 … Continue reading Talent Management, Cross-Organizational Resources, and People Profiles: Team Meeting Summary
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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, … Continue reading 2013 Executive Summit Summary
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 … Continue reading Machine Translation Progress
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 between motivation and engagement?How does merger and acquisition activities impact engagement and motivation?Is motivation something that can really happen, or can we really only demotivate?Isn't … Continue reading ConversationStorm: Engaging and Motivating People
MelissaLynne Burch has been hard at work on four new case studies: Passion and Persistence: You Can Implement KCS on a Shoe-String Budget featuring Schneider ElectricPlay Catch, Not Ping Pong: Intelligent Matching featuring CiscoUsing the KCS Evolve Loop to Improve the Customer Experience featuring OmgeoWhen Everyone Can Publish featuring Avaya Each of these is a … Continue reading New Case Studies
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 and our discussion led us to the topic of engagement and motivation. I find that this is a common theme lately. One quick Google search … Continue reading Small Steps Toward Autonomy, Mastery, and Purpose
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 Doug Kirkpatrick. The group enjoyed reading the book because it walks readers through a description of what a self-managed organization looks like as well as … Continue reading Strategic Leadership in a Self-Managed Organization
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 is to help Cisco Support manage the many change initiatives underway simultaneously. Her experiences coordinating over 40 change initiatives and a 30-day Agile tool development … Continue reading Change Fatigue at the Organizational Level
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, AZ to explore a handful of topics that impact KCS, including change fatigue, gamification, and individual health. Melissa George from the Consortium spoke about game … Continue reading Energizing Your KCS Implementation: Team Meeting Summary
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 the entire experience your customer has while interacting with your company. The customer experience is mapped with three perspectives in mind: Need – what the … Continue reading Mapping the Customer Experience Journey