Meeting

Leadership in this era is about balancing the capabilities of humans and machines. Successful executives reframe support as strategic, invest in culture and systems for innovation, and scale AI with intentionality and strong foundations.

A recap of the 2025 Service Innovation Summit (March 25-27 in Atlanta) and the great work Consortium Members presented there.

From our Benefactor- and Sponsor-level Members, we heard that service organizations are the central connector, how we think about value needs to change, and AI is just a tool to help us reach our organizational goals.

2024 Executive Summit summary: how Consortium Members are approaching rapidly-advancing automation to enhance their services organizations and customer experience.

40 people from 21 Consortium Member companies recently spent two days exploring “Thoughtful and Strategic Automation.”  Technology is finally catching up with use cases that have been discussed by Member companies for well over a decade!

Find the Service Engagement Measures spreadsheet for your use and so much more great information in Understanding Success by Channel! As part of a years-long initiative by Consortium Members, the…

Leaders from Consortium Member companies gathered virtually this week for the 2023 Executive Summit. 32 executives representing 29 companies participated in two days of discussion. On day one, the Consortium’s…

For the most recent guidance on AI, visit the AI and Knowledge overview page. At a meeting focused on AI and Automation for Customer Engagement, we explored how the Predictive…

We recently hosted a very engaging KCS Roundtables event consisting of six breakouts on the following topics: Huge thanks to our hosts for a great event!  To allow for open…

A recap of the February 2023 Connecting the Dots on Coaching team meeting.